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Avaya BCM Call Center User's Manual

1. Queue name gt The ACD queue name appears briefly Anew B saved 3 Press ADMIH or PLAY REC ADMIN Mailbox admin 4 Press 6 to open the Off premise Message Notification GREET FSW QUIT menu Meg notify 5 Press AD IH or 1 to set up Off premise Message ARMIN SELECT J Notification P0908538 Issue 01 Enterprise Edge Call Center Set Up and O peration Guide 58 Off premise Message Notification Hot init Destination 6 PHOHE EXT PAGER Pager 7 RETRY ok EE 8 ADD aK Show lt x Show ithe gt 9 CHHG HEST YES HO CHHG i notifs 12 ADMIM SELECT More dest 10 Med tyre new 11 Ok This display appears when Off premise Message Notification has not been set up for this mailbox Press PAGER or 8 to choose a pager number destination Enter the destination pager number and press OF or Press OK or to accept the destination pager number The x represents the pager number Press ALD or to add special characters If the paging service requires additional answer or setup time add pause characters to the beginning of the pager message For information refer to Adding special characters to the destination number on page 59 After you add special characters press OK or to accept the destination number The pager message appears briefly Press HET or to accept the default pager message represented by
2. Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 ACD Agent Administration 4 Introduction Since one person cannot handle all the calls in your call center calls are divided among several people These people are referred to as agents throughout this document This chapter provides information on setting up ACD agents This chapter describes e Agent information e Adding an agent e Adding more than one agent e Changing agent information e Resetting the agent password e Deleting an agent e Forcing agent log out Note For information on assigning agents to the queues refer to Assigning an agent to an ACD queue on page 32 Agent information A maximum of 10 agents can be logged in to Enterprise Edge Call Center at any one time If an agent is logged in at one telephone they cannot log in to another telephone until they log out of the first telephone For information about the features that agents use refer to the Enterprise Edge Call Center Agent Card You can have a maximum of 20 agents in your call center The following parameters are required to add an agent Agent ID Each agent is assigned a unique Agent ID number Enterprise Edge Call Center assigns the lowest available Agent ID number which is a value between one and 20 Statistics are collected and reported for each Agent ID number For more information on statistics refer to Monitoring Enterprise Edge Call Center call activity on pag
3. Line Telephone number Answered by Queue Greeting Number number Enterprise Edge Number Table of Rings Call Center 1 or 2 number 0 to 12 1 or 2 No AA ACD No AA ACD No AA ACD No AA ACD No AA ACD No AA ACD No AA ACD No AA ACD No AA ACD No AA ACD No AA ACD No AA ACD No AA ACD No AA ACD No AA ACD No AA ACD No AA ACD No AA ACD No AA ACD No AA ACD No AA ACD No AA ACD No AA ACD No AA ACD No AA ACD No AA ACD No AA ACD No AA ACD No AA ACD No AA ACD No AA ACD No AA ACD Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 O perator Business Status 127 Operator Business Status Copy page before using Password OPERATOR 67372867 Sa A E a ae Receptionist or O perator available Y N Business open Y N Answer trunks Y N Receptionist or O perator extension Enterprise Edge Queuel Call Center Service M anual M anual Q ueue2 Night These settings are usually changed by the receptionist or O perator on a daily basis P0908538 Issue 01 Enterprise Edge Call Center Set Up and O peration Guide 128 Operator Business Status Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 Glossary AA See Automated Attendant ACD queue See queue AC
4. 1 7 agents 3 This display sh that th ts d AWEUE ma is display shows that there are seven agents logge in to Queue 1 Press HET to continue monitoring Queue 1 1 Zcalls 4 This display shows that there are two calls currently GJEJE HEST waiting to be answered by agents in Queue 1 Press HET to continue monitoring Queue 1 li wait 4 80 5 This display shows that the call waiting the longest in QUEUE NEAT Queue 1 has been waiting four minutes Press HEXT to monitor Queue 2 ae 2Enabled 6 This display shows that Queue 2 is enabled Press GJEJE NEST HEXT to monitor Queue 2 Note If Queue 2 is disabled press HEXT to go to the first Queue Status display of Queue 1 zr aaRS 7 This display shows that there are six agents logged in s Mest to Queue 2 Press HEXT to continue monitoring Queue 2 2 calls 8 This display shows that there are no calls waiting in Se NERT Queue 2 Press HEYT to continue monitoring Queue 2 21 wait A10 9 This display shows that the longest wait time for a QUEUE HEAT call is zero Press HEXT to monitor Queue 1 again Queue 1 Enabled 10 Press Ris to end this monitoring session QUEUE HEST BEI 8 After monitoring Queue and Queue 2 you can ask any qualified and available agents from Queue 2 to log in to Queue until all the calls in Queue 1 are handled Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01
5. 1 Press Feature 99 8 f1 Ore 2 Enter the ACD Queue Mailbox number and password QUIT FETE OK i p as a continuous number Press OK or J Note To determine the ACD Queue Mailbox number refer to Determining the Control DN ACD Queue Mailbox number on page 36 If the Fswd prompt appears press OTH to access the Loa display lt Queue name gt The ACD Queue Mailbox name appears briefly l Grew saved 3 Press AGMIH or B PLAY REC ADMIM Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 Recording the ACD Q ueue Mailbox greetings 41 Mailbox admin 4 Press GREET or 2 GREET PSW QUIT Greeting options 5 Press REC or f REC CHOOSE CFWD Greeting 6 Press ALT or to record the Alternate ACD Queue PRIME ALT PERS Mailbox greeting Note If you are changing the greeting the current recorded Alternate ACD Queue Mailbox greeting begins to play Hot recorded 7 If this is the first time that you are recording an Alternate greeting this display appears briefly to indicate that no greeting has been recorded Record new 8 Press YES or and record the Alternate ACD Queue YES HO GUTT Mailbox greeting at the tone Record Sreeting 9 Press OK or to end the recording RETR Ok Accert greeting 10 Press OE or to accept the greeting Press FLAY or RETRY PLAY OE to listen to the greetin
6. B BJ to determine the Control DN and the Message Waiting Indication extension No password is required Note For more information on the Control DN refer to Determining the Control DN ACD Queue Mailbox number on page 36 For information on how to reset the Operator and System Administrator passwords refer to Resetting Passwords on page 115 Queue Status Feature Code Feature 909 Use the Queue Status Feature Code to display real time status information about the ACD queues You use this Feature Code to view how busy your call center is so that you can adjust ACD queue staffing according to the requirements The Queue Status Feature Code shows you the following e the ACD queue number and whether the ACD queue is enabled or disabled e number of agents logged into the ACD queue e number of calls waiting e the longest wait time of a call Press Feature _ 0 to use the Queue Status Feature Code No password is required Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 Feature Codes used by ACD agents 17 To provide easy one button access to the Queue Status feature program a memory button that has an indicator with the Queue Status Feature Code Refer to Programming a memory button with a Feature Code on page 14 After you program a memory button and assign times to the general ACD parameters Primary Alert and Secondary Alert the indicator shows the following e if the indicator i
7. Greeting Administration Queue 2 Greeting Description of greeting Greeting Greeting Number parameters parameters Normal or Transfer or Not Forced Transfer 1 2 3 4 5 6 7 8 9 10 P0908538 Issue 01 Enterprise Edge Call Center Set Up and O peration Guide 124 Routing Table Administration Routing Table Administration Copy page before using Routing Tables Queue 1 Day Routing Table steps Queue 1 Step Type of step Step parameters Number DIST GRTG or GOTO 1 Night Routing Table steps Queue 1 Step Type of step Step parameters number DIST GRTG or GOTO 1 ei wl N Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 Setting up general ACD parameters 125 Routing Tables Q ueue 2 Copy page before using Day Routing Table steps Queue 2 Step Type of step Step parameters Number DIST GRTG or GOTO 1 Night Routing Table steps Queue 2 Step Type of step Step parameters number DIST GRTG or GOTO 1 2 3 4 Setting up general ACD parameters Number of Reserved channels Primary alert time limit in mmiss Secondary alert time limit in mm ss MIS Address P0908538 Issue 01 Enterprise Edge Call Center Set Up and O peration Guide 126 Line answering Line answering Copy page before using
8. Meg ture ney 18 You can choose to be notified of all new messages or CHNG OK urgent messages only Press GK or to accept the default message type new This means you are notified whenever you receive a new message Press CHHG or to change the message type to urgent Changing the message type to urgent means you are notified only when you receive an urgent message Meg notify 19 Press to end the session ADMIN SELECT Setting up Off premise Message Notification to a pager number When you set up Off premise Message Notification you can add special characters to the destination pager number For information about special characters refer to e Adding special characters to the destination number on page 59 e Example of a destination pager number on page 59 Note You must assign an outdial route before you can assign a Off premise Message Notification to a pager For information about assigning an outdial route refer to Assigning an outdial route on page 52 To set up Off premise Message Notification to one pager number for the first time 1 Press Feature 9 8 f1 J f Log 2 Enter the ACD Queue Mailbox number and password GUIT RETRY Ok as a continuous number Press OE or J Note To determine the ACD Queue Mailbox number refer to Determining the Control DN ACD Queue Mailbox number on page 36 If the Psu prompt appears press OTHF to access the Loa display
9. Using Enterprise Edge Call Center with 12 Enterprise Edge Voice Messaging Introduction Enterprise Edge Voice Messaging contains two powerful call routing features Automated Attendant AA and Custom Call Routing CCR These features route incoming calls to telephones and voice mailboxes These feature can also route calls to ACD queues Automated Attendant The Automated Attendant answers incoming calls and presents callers with a greeting After the greeting the Automated Attendant Menu offers callers a range of options that they can select using the dialpad of their telephone Using these options callers can transfer themselves from the Automated Attendant to an ACD queue by entering the Control DN of the queue Note Remember to include the number of the Control DN in your Automated Attendant Greeting For information about how to configure the Automated Attendant refer to the Enterprise Edge Voice Messaging Set Up and Operation Guide Custom Call Routing Custom Call Routing allows you to replace the Automated Attendant menu with a more sophisticated menu that can include several sub menus to offer callers a wider range of options To allow a caller to access an ACD queue add a internal transfer point that transfers the caller to the Control DN of the queue For more information about transfer points and Custom Call Routing refer to the Enterprise Edge Voice Messaging Set Up and Operation Guide P0908538 Issue 01 Enterpr
10. Enter the new ACD Queue Mailbox password and press OF or Again 5 Enter the new ACD Queue Mailbox password again RETRY DE and press OK or Password OF 6 This display appears briefly to indicate that the J password was changed Must record name 7 This display appears briefly to indicate that you must record the ACD Queue Mailbox name in the Company Directory P0908538 Issue 01 Enterprise Edge Call Center Set Up and O peration Guide 38 Recording the ACD Queue Mailbox greetings Accert name 8 Press OK or to accept the recording Press PLA or RETRY PLAY OK to listen to the recording Press RETRY or 2 to erase and re record the ACD Queue Mailbox name f ueue name 9 The recorded ACD Queue Mailbox name plays and you see a brief display showing the name of the ACD Queue Mailbox Note The ACD Queue Mailbox name for each ACD queue is the same as the Queue name The Queue name is entered when you set up Queue parameters For information refer to Setting up ACD queue parameters on page 28 After the ACD Queue Mailboxes are initialized record the ACD Queue Mailbox greetings Recording the ACD Queue Mailbox greetings You can record Primary Alternate or Personalized greetings for each ACD Queue Mailbox You record a Primary ACD Queue Mailbox greeting for everyday use after you initialize an ACD Queue Mailbox The Alternate ACD Queue Mailbox greeting is an optional greeting you c
11. complete an agent can use the Make Busy Feature Code to prevent Enterprise Edge Call Center from routing another call to them If an agent makes a phone call they first use the Make Busy Feature Code to activate the Make Busy feature When the agent is ready to receive calls they use this Feature Code to cancel the Make Busy feature and receive calls again If an agent does not answer a call within a certain number of rings the call is returned to the ACD queue and the agent telephone is automatically placed into Auto Busy Mode The agent must manually cancel the Auto Busy Mode feature by using the Make Busy Feature Code to continue to receive calls Press Feature Q 0 8 to use the Make Busy Feature Code Note For more information on the Make Busy Feature Code refer to the Enterprise Edge Call Center Agent Card You can program a Post call wrap up time period if the agents in your call center need time after calls to do paperwork or wrap up tasks You can change the default Post call wrap up time period to zero if there is no need for this period in your call center For more information refer to Busy Timeout on page 27 Queue Status Feature Code Feature 909 If you have agents who only answer calls during peak call periods they can check the queue status to see if they are needed Note If agents in your call center use the Queue Status Feature Code refer to Monitoring Enterprise Edge Call Center call activity on page 105
12. 22 language 101 O ff premise Message N otification parameters 63 Queue Mailbox password 45 Routing Table Method 94 values of steps in the Routing Table 92 Channels Refresher 101 voice 101 Character limit for O ff premise M essage N otification destination number 58 62 70 for O ff premise M essage N otification destination pager number and message 59 Company Directory 37 Configuring the lines 97 101 Control DN 26 35 36 Conventions button options 10 buttons 10 guide 10 Custom Call Routing CCR Overview 107 Enterprise Edge Call Center Set Up and Operation Guide 134 D Day Routing Table setting up 88 Default pager message 58 62 70 Default password O perator Service Control 16 Queue Mailbox 46 Delay Answer feature 27 110 Deleting agents from a queue 32 an agent 23 Destination number character limit 58 62 70 for pagers 59 special characters in 59 when Enterprise Edge is behind PBX or Centrex 59 Destination pager number character limit 59 Destination O ff premise M essage Notification numbers 51 Determining Control DN 36 Message W aiting Indication extension 36 Queue Mailbox number 36 Directory Company Directory 37 Disabling queues 30 Display button option 10 prompt 10 Single line 11 Two line 11 Distribution time step in Routing Table Documents about Enterprise Edge Call Center 10 for agents 10 11 E Enabling queues 29 116 Entering a destination number 59 Enterprise Edge Feature Codes 13 tel
13. ACD Queues dialog box Click the Close button to return to the Enterprise Edge Voice Applications Manager main menu Deleting the ACD queue parameters The ACD queue must be disabled before you can delete it Important When you delete the ACD queue parameters all programming for the queue is deleted This includes the general parameters the assigned agents and the Routing Table information To delete the ACD queue parameters 1 Click the ACD menu and then click Queues The ACD Queues dialog box appears Click the queue you want to change Click the Unconfigure button A confirmation dialog box appears Click the Yes button Click the Close button to return to the Enterprise Edge Voice Applications Manager main menu P0908538 Issue 01 Enterprise Edge Call Center Set Up and O peration Guide 32 Assigning an agent to an ACD queue Assigning an agent to an ACD queue You can assign an agent to one or more ACD queues Each agent is responsible for answering calls for the ACD queues they are assigned to To assign an agent to an ACD queue Click the ACD menu and then click Queues The ACD Queues dialog box appears Click the queue to which you want to assign agents Click the Configure button The queue s dialog box appears Click the Agents tab The assigned agents are displayed From the Available list box click the names of the agents you want to assign to the queue Note To assign more tha
14. Edge Operator Manager window Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 Enterprise Edge Call Center Lines o Administration Introduction Enterprise Edge Call Center can answer a maximum of 15 of your incoming lines or just those lines you specify Before Enterprise Edge Call Center answers an incoming line you must assign the line and set the Answer status to AA Automated Attendant or ACD Enterprise Edge Call Center Each line added and assigned to AA is answered by a Greeting Table Each line added and assigned to ACD is answered by an ACD queue Note For information about Automated Attendant and Greeting Tables refer to the Enterprise Edge Voice Messaging Setup and Operation Guide For information about the incoming line numbers used in your company refer to the table Line answering on page 126 The maximum number of lines that Enterprise Edge Call Center can answer is 15 The line numbers can be any line number from 1 to 500 This chapter includes e Adding lines and assigning an ACD queue e Adding and assigning several lines e Setting the Answer Lines status Adding lines and assigning an ACD queue You need to disable a queue and wait until there are no calls in the ACD queue before you can add lines and assign an ACD queue You cannot add lines or assign an ACD queue while the ACD queue is in use Note Each target line that you assign to a queue must have its prime extension programme
15. Notification to an extension number on page 53 or Setting up Off premise Message Notification to a pager number on page 57 Note When you are done inserting destination numbers press to end this session Enterprise Edge Call Center Set Up and Operation Guide 72 Off premise Message Notification Deleting an Off premise Message Notification destination number If you have set up more than one destination number in Off premise Message Notification you are given the option to delete destinations Note You must have at least two Off premise Message Notification destinations programmed before you can delete a destination To delete an Off premise Message Notification destination Log QUIT FETE al 2 Queue name gt Anew B saved PLAY REC ADMIN Mailbox admin GREET PSwWwD QUIT Meg notify ADMIN SELECT Hotify 1i ch Cu Enterprise Edge Call Center Set Up and Operation Guide Press Feature 8 ff Enter the ACD Queue Mailbox number and password as a continuous number Press OK or Note To determine the ACD Queue Mailbox number refer to Determining the Control DN ACD Queue Mailbox number on page 36 If the Psu prompt appears press OTHF to access the Log display The ACD Queue Mailbox name appears briefly Press ADMIH or B Press 6 to open the Off premise Message Notification menu Press ADMIH
16. The default for this field is AGENTnn where nn is the Agent ID 5 From the Priority drop list select the priority number for this agent The default for this field is three 6 Click the OK button Repeat steps 2 to 6 for each agent you want to add 7 Click the Close button to return to the Enterprise Edge Voice Applications Manager main menu Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 Adding more than one agent 21 Adding more than one agent With Enterprise Edge Voice Applications Manager you can save time by adding more than one agent at a time The agents you add with this method have the same Priority level and the default agent name AGENTnn where nn is the Agent ID Before you add an agent make a photocopy of the table Agent Administration on page 121 As you add agents fill in the appropriate columns in the table for future reference To add more than one agent 1 Click the ACD menu and then click Agents The ACD Agents dialog box appears Click the Add Many button The Add Many Agents dialog box appears In the From field type the lowest Agent ID number In the To field type the highest Agent ID number The Agent ID numbers you enter in the From and To fields must be between one and 20 From the Priority drop list select the priority number for these agents The default for this field is three Click the OK button Agents are added for the Agent ID numbers you entered in
17. channel but Reserved channels are never used by Enterprise Edge Voice Messaging A Reserved or voice channel is used when an ACD greeting is played to a caller Off premise Message Notification notifies you that there is a message P0908538 Issue 01 Enterprise Edge Call Center Set Up and O peration Guide 112 Tips to calculate longest wait time a caller could be on hold Tips to calculate longest wait time a caller could be on hold The formula used to calculate the longest wait time a caller can be on hold without hearing a greeting is maximum calls Wait Time voice channels x maximum greeting length where wait time is the longest wait time in seconds that a caller can be on hold without hearing a greeting maximum calls is the maximum number of calls that Enterprise Edge Call Center and normally handle eIn a call center where external calls are NOT transferred or forwarded to Enterprise Edge Call Center the maximum number of calls is the same as the number of lines programmed to be answered by Enterprise Edge Call Center eIn a call center where external calls ARE frequently transferred or forwarded to Enterprise Edge Call Center the maximum number of calls is the total number of lines on Enterprise Edge Note For information on how calls are transferred to an ACD queue refer to How incoming calls are sent to an ACD queue on page 25 voice channels is the estimated number of voice channels
18. default pager message is the Enterprise Edge Voice Messaging extension number This is the sequence of digits sent after the pager service is dialed to notify you of who is paging you Press CHHMG or to change the pager message Note There is a combined limit of 29 characters for the pager telephone number and the pager message Press HET or to continue Press SETUP to add another destination Press HEST or to accept the start time that you entered Press CHHG or to change the start time Note Steps 22 and 23 allow you to review the start and stop times Press HET or to accept the stop time that you entered Press EHHG or fi _ to change the stop time You can choose to be notified of all new messages or urgent messages only Press OK or to accept the default message type new Choosing the new message type means you are notified whenever you receive a new message Press CHHG or 1 to change the message type to urgent Changing the message type to urgent means you are notified only when you receive an urgent message Press to end the session Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 O ff premise Message Notification 63 Changing Off premise Message Notification To change the parameters of Off premise Message Notification refer to e Changing Off premise Message Notification parameters e Changing the destination type from a pager to a telephone or extension on page 66 e Ch
19. each queue Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 Initializing the ACD Queue Mailbox 37 Initializing the ACD Queue Mailbox You must initialize the ACD Queue Mailbox before you can receive or listen to messages Before you begin choose the password you want to use to open the ACD Queue Mailbox The password must be four to eight digits in length and cannot start with zero You should give the ACD Queue Mailbox passwords to the agents who will be responsible for retrieving messages Initializing an ACD Queue Mailbox involves e choosing a password from four to eight digits long that does not start with zero e changing the ACD Queue Mailbox default password to the new password e recording the ACD Queue Mailbox name in the Company Directory To initialize and open the ACD Queue Mailbox for the first time 1 Press Feature 99 8 f1 miro m sic 2 Enter the ACD Queue Mailbox number and the default password 0 0 0 0 as a continuous number Press OK or f Note To determine the ACD Queue Mailbox number refer to Determining the Control DN ACD Queue Mailbox number on page 36 If the Fswd prompt appears press THF to access the Loa display Must change Pswd 3 This display appears briefly to indicate that you must change the password Psd 4 Choose a password from four to eight digits long that RETRY Ok does not start with zero
20. enter a number from 0 to 12 Click the OK button Click the Close button to return to the Enterprise Edge Voice Applications Manager main menu Adding and assigning several lines To add and assign several lines 1 Click the ACD menu and then click Lines The Line Administration dialog box appears Click the Change Many button The Line Administration dialog box appears In the From box type the line number of the first line to add In the To box type the line number of the last line to add Click the ACD option In the Queue box type the number of the ACD queue you want to answer these lines Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 Setting the Answer Lines status 99 7 In the of rings box type the number of rings before Enterprise Edge Call Center answers You must enter a number from 0 to 12 8 Click the OK button Enterprise Edge Call Center adds the lines with line numbers between the number in the From box and the number in the To box All of these lines are assigned to the same queue and answer after the same number of rings 9 Click the Close button to return to the Enterprise Edge Voice Applications Manager main menu Setting the Answer Lines status The Answer Lines status determines if Enterprise Edge Call Center will answer the assigned lines If the Answer Line status is set to Yes Enterprise Edge Call Center answers the lines assigned as ACD and Enterprise Edge Voic
21. four consecutive presses the volume returns to the lowest level This option is not shown on the display Notes 1 Because the ACD Queue Mailbox has limited message storage space erase any messages you no longer need After a certain time period the saved messages is be erased automatically 2 You can reply to an outside caller by dialing them back if your company subscribes to Caller ID service Refer to Replying to an external message sender on page 50 Enterprise Edge Call Center Set Up and O peration G uide P0908538 Issue 01 Replying to messages Replying to messages 49 You can reply to internal message senders and to external message senders To reply to a message from an external message sender your company must subscribe to a Caller ID service Replying to an internal message sender You can reply to a message from an internal message sender by Using the CALL option If you select CALL you are immediately transferred to the internal message sender s directory number You must have an initialized mailbox and an operating extension to use the CALL option Using the MSG option If you select the MSG option begin recording your reply at the tone To reply to an internal message sender Loa QUIT FETR Queue name gt l new B saved PLAY REC AGMIH J End of message REPLY ERASE HEST SY Fer ls to msg ic 2 MSG CALL QUIT P0908538 Issue 0
22. itself For example if step 6 is a Goto step you cannot assign 6 as the target step Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 About Routing Table steps 83 ACD Greeting step GRTG When you set up the Routing Table you assign when and which ACD greetings are played to callers You also assign greeting parameters to each greeting After the greeting plays the call goes to the next routing step If there is no next step the call is terminated To set up a greeting step in the Routing Table you have to choose the number of the greeting To ensure that you have the correct greeting number refer to your completed copies of the tables Greeting Administration Queue on page 123 and Greeting Administration Queue 2 on page 123 About Greeting parameters There are two greeting parameters e Forced Play e Transfer Allowed These greeting parameters are described in the table Greeting Parameters Greeting Parameters Greeting Description Parameter Forced Play Enables Forced Play on a greeting that contains importantinformation that enabled you want callers to hear Ifa caller is listening to a Forced greeting and an agent becomes available the greeting is NOT interrupted The caller is forced to listen to the entire greeting See the note below this table Forced Play W hen a caller is listening to a greeting that is not forced and an agent disabled becomes available the greeting
23. means there is no Secondary alert time Note Agents do not need to be logged in before they see the Queue Status memory button flashing A memory button must be programmed with the Queue Status Feature Code and the Secondary alert time must be set up before the memory button indicates the ACD queue status Setting up general ACD parameters To set up the general ACD parameters 1 Click the ACD menu and then click General Parameters The ACD General Parameters dialog box appears 2 To enable the Primary Alert select the Primary Alert check box 3 Use the arrow buttons in the Primary Alert box to change the Primary Alert time 4 To enable the Secondary Alert select the Secondary Alert check box Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 Enterprise Edge Call Center System Configuration Report 103 5 Use the arrow buttons in the Secondary Alert box to change the Secondary Alert time The Secondary Alert time must be greater than the Primary Alert time 6 If you are using Enterprise Edge Call Center Reporting in MIS Address box type the host name or IP address of the computer running this application Note The MIS Address box is available only when you have Enterprise Edge Call Center Reporting enabled 7 From the Reserved Channels list box select the number of channels reserved for Enterprise Edge Call Center 8 Click the OK button Enterprise Edge Call Center System Configuratio
24. on hold 112 Tips to improve the efficiency of the call center 113 Troubleshooting Enterprise Edge Call Center 115 Introduction 115 Problems and Solutions 115 Resetting Passwords 115 Agent log in problems 116 Problems enabling the ACD queue 116 Cannot change the ACD Queue General Parameters 117 Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 Appendix A Enterprise Edge Call Center Programming Record 119 Before you begin 119 Programming overview 119 Feature Code checklist 120 ACD Queue Parameter Administration 120 Agent Administration 121 Agent Queue Assignment 122 ACD Queue Mailbox Administration 122 Greeting Administration 123 Routing Table Administration 124 Routing Tables Queue 1 124 Routing Tables Queue 2 125 Setting up general ACD parameters 125 Line answering 126 Operator Business Status 127 Glossary 129 Index 133 P0908538 Issue 01 Enterprise Edge Call Center Set Up and O peration Guide Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 How to use this guide Introduction Enterprise Edge Call Center is an automatic call distribution ACD system that answers incoming calls and routes these calls to agents Inan ACD system an agent is someone assigned to answer incoming calls This guide is designed to assist a System Administrator in setting up and operating the Enterprise Edge Call Center system Use this guide as an ongoing reference This chapt
25. on how to determine the MWI extensions refer to Determining the Control DN ACD Queue Mailbox number on page 36 Password If the ACD Queue Mailbox password is forgotten you must reset this password Resetting a mailbox password changes it to the default password 0 0 0 0 After the ACD Queue Mailbox password has been reset you must change the default password and enter a new password The ACD Queue Mailbox password should be reset only if it is forgotten For information refer to Resetting the ACD Queue Mailbox password on page 46 Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 ACD queue parameters 27 Method of Call Distribution The method of call distribution determines which of several available agents to route the call to There are two methods of call distribution Longest idle and Preferred The Longest idle method of call distribution routes the call to the agent who has been available the longest The Preferred method of call distribution routes the call to the agent with the highest priority best qualified agent When there are several agents with the highest priority the longest available agent will be selected The default method of call distribution is Longest idle Overflow After The Overflow After time limit is the maximum time a call waits in an ACD queue before it overflows to another enabled ACD queue If there is no other enabled ACD queue the call is tran
26. refer to the Enterprise Edge system documentation Do not change the extension number assigned to the ACD Queue Mailbox A If this extension number is changed callers in the ACD queue cannot access the ACD Queue Mailbox and you cannot change the ACD Q ueue General Parameters To correct a wrong extension number change the extension number to the Control DN of the ACD queue To assign an Outdial route 1 Click the Mailbox menu and then click Change Delete The Mailbox Administration dialog box appears 2 Click the Outdial tab 3 Click the ACD Queue Mailbox number 4 Click the Change button 5 Click Line and type the outgoing line you want to assign to the ACD Queue Mailbox for outdialing or click Pool and type the Line Pool number you want to assign to the ACD Queue Mailbox for outdialing or click Route to assign a route code for outdialing Note To delete the Outdial route for this ACD Queue Mailbox click None 6 Click the OK button Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 O ff premise Message Notification 53 Dialing restrictions Dialing restrictions can be applied to the Enterprise Edge telephone the outdialing route and the extensions assigned to Enterprise Edge Voice Messaging If you wish to restrict outdialing of certain telephone numbers you must do one of the following 1 Through Enterprise Edge programming assign the dialing restrictions to the ext
27. that displays the Message Waiting Indicator for the ACD Queue Mailbox In the Method field and select the Method of distribution Longest or Priority The default Method is Longest Use the arrow buttons in the Busy Timeout field to change the busy timeout period The default Busy Timeout is 00 30 Use the arrow buttons in the Delay Answer field to change the delay answer time Select the Overflow After check box to enable the Overflow feature or clear the Overflow After check box and go to step 14 to disable the Overflow feature Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 Enabling the ACD queues 29 13 Use the arrow buttons in the Overflow After field to select the overflow limit 14 Click the OK button to save your changes and return to the ACD Queues dialog box Repeat steps 2 to 14 for each ACD Queue you want to set up 15 Click the Close button to return to the Enterprise Edge Voice Applications Manager main menu Enabling the ACD queues After you have set up an ACD queue the ACD queue is disabled until you enable it Before an ACD queue can be enabled ensure that e a valid Control DN is set up For information refer to Setting up ACD queue parameters on page 28 e an ACD greeting is recorded For information refer to Recording ACD greetings on page 79 e the Day and Night Routing Tables are set up For information refer to Examples of setting up the Day and Night Routing Tables
28. the Distribute for field to change the time to 00 30 Click the OK button Click End Click the Insert Step button to add step 5 The Insert Routing Step dialog box appears Click the Greeting option In the Greeting box type 3 Select the Transfer Allowed check box and clear the Forced Play check box Click the OK button Click End Click the Insert Step button to add step 6 The Insert Routing Step dialog box appears Click the Goto Step option Click the Goto Step drop list Click 2 Click the OK button Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 39 Examples of setting up the Day and Night Routing Tables 91 Click the Apply button and then click the OK button 40 Click the Close button to return to the Enterprise Edge Voice Applications Manager main menu Example of setting up the Queue 1 Night Routing Table To set up the Routing Table steps in the Queue Night Routing Table 1 10 11 12 Click the ACD menu and then click Queues The ACD Queues dialog box appears Click Queue 1 Click the Configure button The Queue 1 dialog box appears Click the Night Routing tab Click End Click the Insert Step button to add step 1 The Insert Routing Step dialog box appears Click the Greeting option In the Greeting box type 6 Select the Transfer Allowed check box and clear the Forced Play check box Click the OK button Click the Apply button and then cli
29. the From and To fields A message appears that tells you how many agents you added Note Any existing agents with an Agent ID number between the numbers you entered in the From and To fields are not changed These agents are not included in the number of agents added Click the Close button to return to the Enterprise Edge Voice Applications Manager main menu P0908538 Issue 01 Enterprise Edge Call Center Set Up and O peration Guide 22 Changing agent information Changing agent information You can change the following agent information the agent s name the agent s Priority value To change agent information 1 Click the ACD menu and then click Agents The ACD Agents dialog box appears Click the agent you want to change Click the Change button The Change Agent dialog box appears In the Name field type the new name of the agent From the Priority drop list select the new priority number for this agent Click the OK button Repeat steps 2 to 6 for each agent you want to change Note If the agent you are changing is logged in a dialog box appears asking if you want to log the agent out and make the changes If you log the agent out be sure to inform the agent to log in again Click the Close button to return to the Enterprise Edge Voice Applications Manager main menu Resetting the agent password If an agent forgets their password you can reset the password back to the default value 0000 Af
30. to give callers any necessary information such as e your hours of service e areminder to please have their account number ready e how to leave a message in the ACD Queue Mailbox e announcement of sales e product lists e upcoming special events You can record up to 10 different ACD greetings Note For more information about ACD greetings refer to ACD Greeting step GRTG on page 83 Types of ACD greetings You can record different types of greetings for your Enterprise Edge Call Center call center Before you record your greeting you must determine what the greeting will include When preparing your greeting be sure to include important times and dates Make the greeting as short and concise as possible Use the following examples of greetings as a reference P0908538 Issue 01 Enterprise Edge Call Center Set Up and O peration Guide 78 Types of ACD greetings General company greeting The General company greeting informs callers that they have reached the correct company It can also include the location and business hours of your company Thank you for calling Munro and Johnson We are located at 52 Main Street Our hours of service are Monday to Friday from 8 00 until 5 00 Please stay on the line and an agent will be with you as soon as possible Or press 0 to leave a message and one of our agents will return your call Please wait greeting Please wait greetings encourage callers to stay on the line All our ag
31. 1 Press Feature 9 8 ft Enter the ACD Queue Mailbox number and password as a continuous number Press OK or Note To determine the ACD Queue Mailbox number refer to Determining the Control DN ACD Queue Mailbox number on page 36 If the Fswd prompt appears press OTHF to access the Log display The ACD Queue Mailbox name appears briefly Press PLAY or P After you have listened to the message press REPL or QJ Press CALL or 2 to call the message sender or press MSG or to record and send a reply Press to end the session Enterprise Edge Call Center Set Up and Operation Guide 50 Replying to messages Replying to an external message sender You can reply to a message from an external message sender if your company subscribes to a Caller ID service Before using the Reply option you must play the message Note Replying to an external message sender is available only if you have an outdial route assigned to the ACD Queue Mailbox For more information refer to Assigning an outdial route on page 52 To reply to an external message sender 1 Log on QUIT FETE Ok Queue name gt PLAY REC ADMIH REPLY ERASE HEST DIAL TRIM QUIT inew saved 3 End of message 4 5551212 403 5 Press Feature 9 8 f J Enter the ACD Queue Mailbox number and password as a continuous number Press OK or f Note To d
32. 8538 Issue 01 Recording ACD greetings 79 Recording ACD greetings Before you proceed make a photocopy of Greeting Administration on page 123 Fill in the appropriate columns for future reference To record an ACD greeting 1 Click the ACD menu and then click ACD Greetings The ACD Greetings dialog box appears Click the greeting number you want to record Click the Voice button Click the Record button to record a greeting or click the Upload From button and type the location of the greeting in the Upload From box to upload a previously recorded greeting or click the Browse button to locate a previously recorded greeting Click the Close button Repeat steps 2 to 5 for each greeting you want to record Changing ACD greetings You can change your ACD greetings at any time To change an ACD greeting 1 Click the ACD menu and then click ACD Greetings The ACD Greetings dialog box appears Click the greeting number you want to change Click the Voice button Click the Record button to record a greeting or click the Upload From button and type the location of the greeting in the Upload From box to upload a previously recorded greeting or click the Browse button to locate a previously recorded greeting Click the Close button Repeat steps 2 to 5 for each greeting you want to record P0908538 Issue 01 Enterprise Edge Call Center Set Up and O peration Guide 80 Changing ACD greetings Enterprise E
33. AM PM stor timer RETR DE Hotify on CHHG TIME DE Mailbox admin GREET PSWO QUIT P0908538 Issue 01 10 11 12 13 14 15 O ff premise Message Notification 75 Press 6 to open the Off premise Message Notification menu Press SELECT or 2 Press CHHG or 2 Press CHNG or f Enter the start time for Off premise Message Notification This is a four digit field Any single digit hour and minute must be preceded by a zero Press AM or A or PH or 2 J Press OF or to accept the start time Enter the stop time for Off premise Message Notification This is a four digit field Any single digit hour and minute must be preceded by a zero Press AM or ff or FM or 2 J Press OF or to accept the stop time Press OK or Press to end the session Enterprise Edge Call Center Set Up and Operation Guide 76 Off premise Message Notification Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 Recording ACD Greetings 7 Introduction The primary purpose of ACD greetings is to encourage callers to stay on the line until an agent is available This chapter describes e ACD greetings e Types of ACD greetings e Recording ACD greetings e Changing ACD greetings ACD greetings Greetings can provide information that is relevant to your call center They can be in different languages and they can be changed as often as required Greetings can be used
34. CD menu and then click Queues The ACD Queues dialog box appears Click the queue you want to add a greeting step to To create a new queue that starts with a greeting step click one of the queues named Unused Click the Configure button The queue s dialog box appears Click the Day Routing tab to add the greeting step to a Day Routing Table or click the Night Routing tab to add the greeting step to a Night Routing Table Click a step in the routing table The greeting step is added before this step To add the greeting step to the end of the Routing Table click the End step Note When the Routing Table is full the End step disappears Click the Insert Step button The Insert Routing Step dialog box appears Click the Greeting option In the Greeting box type the number of the greeting that plays in this step If you want the caller to listen to the entire message before they can be routed to an agent select the Forced Play check box If you want to allow the caller to be able to transfer to the ACD Queue Mailbox select the Transfer Allowed check box Click the OK button The queue s dialog box appears Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 12 13 Adding Routing Table steps 85 Click the Apply button and then click the OK button Click the Close button to return to the Enterprise Edge Voice Applications Manager main menu Adding distribution steps Distribution step
35. D Queue Mailbox The ACD Queue Mailbox stores messages left by callers that can be retrieved by designated agents agent An agent is a person who is assigned to answer calls for one or more ACD queues in your call center Agent ID number When you add an agent Enterprise Edge Call Center assigns an Agent ID number you use to identify the agent The agent uses their Agent ID number to log in when they are ready to receive calls attendant The attendant is the person that you assign to answer an extension number The attendant can be the receptionist operator or target attendant Automated Attendant AA The Automated Attendant is similar to an automatic answering service AA answers incoming calls with a Company Greeting and a menu of options AA routes calls in response to a caller s dialpad selections For a greater range of options and services for incoming calls a Custom Call Routing CCR menu can be assigned to play instead of the Automated Attendant AA Menu CCR See Custom Call Routing CDN See Control Directory Number call center A call center is a department or a business which handles numerous incoming calls A call center typically employs several agents to answer incoming calls P0908538 Issue 01 Enterprise Edge Call Center Set Up and O peration Guide 130 Call Forward All Calls This feature forwards all calls from a telephone to another extension number For example all calls from your telepho
36. Distribution time step examples of 88 Goto steps 82 Greeting parameters 83 P0908538 Issue 01 Greeting step 83 hours 81 93 maximum number of steps 81 parameters of Greeting step 83 reviewing the steps 92 setting up 88 steps 82 tips 111 Routing Table M ethod about 93 Automatic 93 changing 94 Manual 93 Routing Table about 81 S Saving messages 48 Secondary alert 102 Setting up general ACD parameters 102 O ff premise Message N otification to a pager number 57 to a telephone number 55 to an extension number 53 queue parameters 28 Single line display telephone 11 Spanish language option 101 Special characters in destination number 59 Steps Routing Table 82 Symbols 10 System Administrator Feature Codes 15 System administrator resetting password 116 role 12 T Table Routing Table 81 Telephone two line 11 Time Primary alert time limit 102 Secondary alert 102 tips about overflow 110 Tips ACD general parameters 111 agent administration 109 queue administration 110 Queue Mailbox 111 113 116 130 131 recording ACD greetings 110 Routing Table administration 111 P0908538 Issue 01 137 Transfer Allowed disabled 83 enabled 83 Troubleshooting agent log in problems 116 cannot change the ACD Queue Parameters 117 problems enabling the queue 116 Two line display using 11 U Using Enterprise Edge Call Center 11 V Viewing agents in a queue 33 Voice channels 101 Volume control 48 Enterprise Edge Call C
37. Edge Call Center To force the agent to log out 1 Click the ACD menu and then click Agents The ACD Agents dialog box appears Click the agent you want to log out Click the Check Status button A dialog box appears with the log in status of the agent P0908538 Issue 01 Enterprise Edge Call Center Set Up and O peration Guide 24 Forcing agent log out 4 Ifthe agent is logged in click the Yes button If the agent is already logged out proceed to step 5 Note If the agent you log out is on a call the call is not interrupted 5 Click the OK button Repeat steps 2 to 5 for each agent you want to log out 6 Click the Close button to return to the Enterprise Edge Voice Applications Manager main menu Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 ACD Queue Administration 5 Introduction You set up each ACD queue to answer and distribute calls to agents as they become available This chapter describes e The ACD queues e The ACD queue parameters e Setting up ACD queue parameters e Enabling the ACD queues e Disabling the ACD queues e Assigning an agent to an ACD queue e Disabling the ACD queues e Deleting agents from an ACD Queue e Viewing agents in an ACD queue ACD queues There are a maximum of two ACD queues Each ACD queue collects calls for a particular call center department such as sales or technical support You cannot change the ACD queue parameters o
38. Edge Call Center uses to give greetings to callers Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 Index A Accessing Enterprise Edge Call Center 12 ACD queue See Q ueue ACD Q ueue Mailbox See Q ueue Mailbox Adding agent 20 21 agents to a queue 32 Adding special characters pause characters 58 62 69 to a destination number 59 Administration accessing 12 Agent adding 20 21 Agent ID number 19 agent name 19 assigning agents to a queue 32 Autobusy mode 109 Busy Timeout 27 changing agent information 22 deleting an agent 23 deleting from a queue 32 document for agents 10 11 Feature Codes 17 force agent logout 23 information 19 listening to Queue Mailbox messages 47 Login Logout Feature Code 18 Make Busy Feature Code 18 number of 109 Open Mailbox Feature Code 17 priority 20 qualification 20 Queue Status Feature Code 18 105 resetting agent password 22 viewing in a queue 33 Assigning agents to a queue 32 Enterprise Edge Call Center language option 101 Automatic Routing Table Method 93 Automatic timeout 18 P0908538 Issue 01 B Busy Timeout 27 about 27 Button definition of memory button indicator 131 memory button indicators 102 programming memory button 14 C Call activity monitoring 106 Call centers preventing call congestion 27 105 tips to improve efficiency 113 type 11 Call Distribution Method 27 Call overflow 27 Caller ID 48 Changing ACD greetings 79 agent information
39. NORTEL NETWORKS Enterprise Edge Call Center Set Up and Operation Guide 1 800 4 NORTEL www nortelnetworks com 1999 Nortel N etworks P0908538 Issue 01 Contents Chapter 1 Chapter 2 Chapter 3 Chapter 4 How to use this guide 9 Introduction 9 How this guide is organized 9 Symbols and conventions 10 Other documents 10 Using Enterprise Edge Call Center 11 Introduction 11 Using your telephone with Enterprise Edge Call Center 11 About the two line display telephone 11 Using Enterprise Edge Call Center 11 Accessing Enterprise Edge Call Center administration 12 Your role as Enterprise Edge Call Center System Administrator 12 Using Enterprise Edge Call Center Feature Codes 13 Introduction 13 Enterprise Edge Feature Codes 13 Programming a memory button with a Feature Code 14 Feature Codes used by the System Administrator 15 System Administrator Feature Code descriptions 15 Feature Codes used by ACD agents 17 Agent Feature Code descriptions 17 ACD Agent Administration 19 Introduction 19 Agent information 19 Adding an agent 20 Adding more than one agent 21 Changing agent information 22 Resetting the agent password 22 Deleting an agent 23 Forcing agent log out 23 P0908538 Issue 01 Enterprise Edge Call Center Set Up and O peration Guide 4 Chapter 5 Chapter 6 ACD Queue Administration 25 Introduction 25 ACD queues 25 How incoming calls are sent toan ACD queue 25 ACD queue parameters 26 Setting up ACD
40. Note that calls in other ACD queues are not affected When Forced greetings are played for the highest priority call in the ACD queue the other lower priority calls in the ACD queue have to wait even if agents become available during this time For example the longest waiting call which is the highest priority call may get routed to a Forced greeting Then agents may become available during the time that the highest priority caller is listening to a Forced greeting The result is that no calls in this ACD queue are routed to an agent until this highest priority call is finished hearing the Forced greeting This guarantees that the highest priority call is answered before lower priority calls in the same ACD queue Ensure that Transfer is enabled for greetings whenever you want callers to be able to press zero to leave a message in the ACD Queue Mailbox If Transfer is enabled remember to explain in your greeting that the caller can press zero to leave a message in the ACD Queue Mailbox Ensure that Transfer is enabled for Non business hours greetings so that you do not miss any messages When a Goto Routing Table step follows a greeting the target Goto step should be a Distribution time step If the Goto target step after a greeting is another greeting the caller hears two greetings in a row Tips about ACD general parameters Do not assign all the available voice channels as Reserved channels Enterprise Edge Call Center can use any voice
41. Press OE or to accept the stop time RETRY OK J More dest 15 Press H if you are adding only one destination YES LAU J number Press YES to add additional destination numbers l Startitstart timer 16 Press HEXT or to accept the start time that you es NEKT entered Press CHNG or fi to change the start time Note Steps 16 and 17 allow you to review the start and stop times Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 Stor wstor timer l CHHG a Med Lyre new CHHG Med notify ACMIM SELECT 17 x 18 19 O ff premise Message Notification 55 Press HEXT or to accept the stop time that you entered Press CHHG or to change the stop time You can choose to be notified of all new messages or urgent messages only Press OK or to accept the default message type new This means you are notified whenever you receive a new message Press CHHG or to change the message type to urgent Changing the message type to urgent means you are notified only when you receive an urgent message Press to end the session Setting up Off premise Message Notification to a telephone number You must assign an outdial route before you can assign a telephone number as a destination for Off premise Message Notification For information about assigning an outdial route refer to Assigning an outdial route on page 52 To set up Off premise Message N
42. Press YES to add additional destination numbers Meg ture new 12 You can choose to be notified of all new messages or CHNG Ok urgent messages only Press OK or to accept the default message type new This means you are notified whenever you receive a new message Press CHHG or to change the message type to urgent Changing the message type to urgent means you are only notified when you receive an urgent message Meg notify 13 Press to end the session ACMIM SELECT Inserting an Off premise Message Notification destination number You are given the option to insert destination number s if you have set up more than one destination number Note You must have at least two Off premise Message Notification destinations programmed before you can insert a destination To insert an Off premise Message Notification destination 1 Press Feature 9 f1 J Loa 2 Enter the ACD Queue Mailbox number and password DUIT RETRY OK as a continuous number Press OK or J Note To determine the ACD Queue Mailbox number refer to Determining the Control DN ACD Queue Mailbox number on page 36 If the Psu prompt appears press THF to access the Lora display Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 2 Queue name gt PLAY REC AGMIH GREET PSWO QUIT ACMIM SELECT Motif 1x doch gt Motif 1x 6 CHHG OTH
43. R ea f Notify 1r Ts QUIT DEL IHS Inserting Hotify 1inone 8 SETUP P0908538 Issue 01 Anew B saved 3 Mailbox admin 4 Ms notify 5 O ff premise Message Notification 71 The ACD Queue Mailbox name appears briefly Press ADMIH or B Press 6 to open the Off premise Message Notification menu Press AD IH or to set up Off premise Message Notification The type of destination appears on the display Note The lt x gt represents the type of destination telephone extension or pager The destination number appears on the display Note The x gt represents the type of destination The 4 represents the destination number For example Ext 2223 Press OTHE to insert a new destination number in the first Off premise Message Notification position Motifs 1 or press HEST to scroll through the destinations until you find the destination position where you want the new destination and then press OTHR Note The lt x gt represents the type of destination phone extension or pager Press IHS to insert a destination number Note The x represents the type of destination phone extension or pager This display appears briefly to confirm that the destination was inserted Press SETUP to set up a new destination number and follow the steps in Setting up Off premise Message Notification to a telephone number on page 55 or Setting up Off premise Message
44. ager enter P0908538 Issue 01 Enterprise Edge Call Center Set Up and O peration Guide 60 Off premise Message Notification HaOeIEIGIEIHeIBI4J HIB where specifies the next digits are special characters recognizes dial tone specifies the next digits are numbers to be dialed 6 5 6 J J 8 4 is the pager telephone number dialed inserts a timed pause Depending on the company supplying your paging service the programming sequence varies For more information about setting the destination telephone number parameters for your pager contact your pager company Setting up Off premise Message Notification to more than one destination You can receive notification of a message at a maximum of five different destinations The following steps show you how to enter a telephone number destination and then add a pager destination for the first time To set up Off premise Message Notification to more than one destination number 1 Press Feature 9 8 f1 J Loa 2 Enter the ACD Queue Mailbox number and password GUIT RETRY OK as a continuous number Press OK or J Note To determine the ACD Queue Mailbox number refer to Determining the Control DN ACD Queue Mailbox number on page 36 If the Psu prompt appears press OTH to access the Log display Gueue name gt The ACD Queue Mailbox name appears briefly Anew B sawed 3 Press ADMIN or B FLAY REC ADMIN Mailbox admin 4 Pre
45. all center For security reasons it is a good idea to choose an uncommon password not a predictable password like 1234 or 1111 If someone knows the ACD Queue Mailbox password they can access the ACD Queue Mailbox and listen to or delete messages They may also be able to access Enterprise Edge and use it fraudulently or disrupt service Changing the ACD Queue Mailbox password You can change the ACD Queue Mailbox password at any time Remember to choose a password from four to eight digits long that does not start with zero To change the ACD Queue Mailbox password 1 Press Feature 99 8 f1 Los 2 Enter the ACD Queue Mailbox number and password QUIT RETRY DKE as a continuous number Press OK or Note To determine the ACD Queue Mailbox number refer to Determining the Control DN ACD Queue Mailbox number on page 36 If the Fsuwd prompt appears press OTHF to access the Loa display Queue name gt The ACD Queue Mailbox name appears briefly Anew B saved 3 Press ADMIN or B PLAY REC ADMIM P0908538 Issue 01 Enterprise Edge Call Center Set Up and O peration Guide 46 ACD Queue Mailbox Password a admin 4 Press FSW or 4 GREET PSW QUIT Fswd 5 Choose a new password from four to eight digits long RETRY Ok that does not start with zero Enter the new ACD Queue Mailbox password and press OE or f J Again 6 Enter the new ACD Queue Mailbox p
46. ame gt The ACD queue name appears briefly Anew saved 3 Press ADMIN or B PLAY REC ADMIN P0908538 Issue 01 Enterprise Edge Call Center Set Up and O peration Guide 54 Off premise Message Notification Mailbox admin 4 Press f to open the Off premise Message Notification GREET PSWD GUIT menu Msg notify 5 Press AD IH or fi to set up Off premise Message ADMIN SELECT J Notification Hot init This display appears when Off premise Message Notification has not been set up for this mailbox Destination 6 Press EXT or to choose an extension destination PHOHE EXT PAGER J Ext 7 Enter the destination extension number and press OF or RETRY OK Accert 8 Press OK or to accept the destination extension RETRY OE number The lt gt represents the extension number Start hhmm 9 Enter the start time for Off premise Message RETRY DK Notification This is a four digit field Any single digit hour and minute must be preceded by a zero start time 10 Press AM or f or PH or B RETRY AM PM start timer 11 Press OF or to accept the start time RETRY DE Stor hhmm 12 Enter the time when Off premise Message Notification RETRY OK is to stop This is a four digit field Any single digit hour and minute must be preceded by a zero stor time 13 Press AM or ff or PM or 2 J RETRY AM PM stor timet 14
47. an record for special circumstances If your call center subscribes to Caller ID you can record Personalized ACD Queue Mailbox greetings If you record a Primary and Alternate ACD Queue Mailbox greeting you have to choose which greeting plays to callers who reach the ACD Queue Mailbox You can also record greetings in an Alternate Language If you have greetings in an Alternate Language a caller can press B while the greeting is playing to listen to the voice prompts in the Alternate Language Remember to inform callers in the Primary ACD Queue Mailbox greeting that they can choose the Alternate Language by pressing QJ If the Operator Status is set to Yes and a caller presses 0 while the ACD Queue Mailbox greeting is playing they are transferred to the company Receptionist or Operator For information about Operator Status refer to the Enterprise Edge Message Set Up and Operation Guide Inform callers in the ACD Queue Mailbox greetings that they can press 0 to speak to the company Receptionist or Operator If the Operator Status is set to No a caller who presses 0 while the ACD Queue Mailbox greeting plays is informed the Operator is not available and is then transferred to the ACD Queue Mailbox Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 Recording the ACD Q ueue Mailbox greetings 39 Recording a Primary greeting for the ACD Queue Mailbox You must record a Primary greeting for each ACD Que
48. anging the destination type from telephone or extension to a pager on page 68 Changing Off premise Message Notification parameters To change the Off premise Message Notification parameters assuming that you have entered a time range 1 Loa 2 QUIT RETRY DE Queue name Anew B saved 3 PLAY REC ADMIN Mailbox admin 4 GREET FSWE QUIT Med notify 5 ADMIN SELECT Motif lt gt xP lt u gt P0908538 Issue 01 Press Feature 9 8 f1 J Enter the ACD Queue Mailbox number and password as a continuous number Press OK or J Note To determine the ACD Queue Mailbox number refer to Determining the Control DN ACD Queue Mailbox number on page 36 If the Psu prompt appears press OTH to access the Loa display The ACD Queue Mailbox name appears briefly Press ADMIH or B Press 6 to open the Off premise Message Notification menu Press APMIHM or to set up Off premise Message Notification The type of destination appears on the display Note The lt x gt represents the type of destination telephone extension or pager The destination number appears on the display Note The x gt represents the type of destination The 4 gt represents the destination number For example Ext 12223 Enterprise Edge Call Center Set Up and Operation Guide 64 Off premise Message Notification f Hotifsi lt s gt 6 Press CHHG or to
49. appears 2 Click the queue you want to set up 3 Click the Configure button The queue s dialog box appears 4 Click the Day Routing tab 5 Select the 24 Hour Operation check box 6 Click the OK button 7 Click the Close button to return to the Enterprise Edge Voice Applications Manager main menu Examples of setting up the Day and Night Routing Tables The following two examples show how to set up Routing Table steps Examples of Routing Tables Each type of Routing Table step appears in the following Example Queue Day Routing Table steps Example Queue 1 Day Routing Table steps Step Type of step Step parameters Number DIST GRTG or GOTO 1 GRTG Greeting 1 Information greeting Forced with No Transfer enabled 2 DIST 01 00 one minute 3 GRTG Greeting 2 General Company greeting Normal with Transfer enabled 4 DIST accept default DIST of 00 30 5 GRTG Greeting 3 Please W ait greeting Normal with Transfer enabled 6 GOTO Routing Table step number 2 Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 Examples of setting up the Day and Night Routing Tables 89 Example Queue 1 Night Routing Table steps Step Type of step Step parameters number DIST GRTG or GOTO GRTG Greeting 6 Non business hours greeting Normal with Transfer enabled Example of setting up the Queue 1 Day Routing Table To set up the Routing Table steps in the Qu
50. ars briefly Press ADMIH or 8 J Press GREET or 2 Press CHOOSE or 2 to choose a greeting Use greeting 6 Press PRIME or 1 to choose the Primary ACD Queue PRIME ALT GUIT Mailbox greeting Press ALT or 2 to choose the Alternate ACD Queue Mailbox greeting 7 Press to end the session Repeat steps 4 to 6 to choose the Primary or Alternate ACD Queue Mailbox greeting for the other ACD Queue Mailbox Mailbox admin GREET PSWO QUIT Recording a Personalized greeting for the ACD Queue Mailbox If your call center subscribes to Caller ID you have the option to record a maximum of three Personalized greetings for each ACD Queue Mailbox For Personalized ACD Queue Mailbox greetings you program Enterprise Edge Call Center to recognize a specific incoming telephone number The Personalized ACD Queue Mailbox greeting plays only for a person calling from the telephone number that you designate A Personalized ACD Queue Mailbox greeting must include the same ACD Queue Mailbox name that you used for the Company Directory For example Hi John You have reached the Sales Department Queue Mailbox at Munro and Johnson At the sound of the tone please leave your order One of our agents will return your call if you need to speak to someone directly Thank you Before you record a Personalized ACD Queue Mailbox greeting it is a good idea to write out what you want to include in it Enterprise Edge Call C
51. assword again RETRY Ok and press K or f Password OK 7 This display appears briefly to indicate that the J password was changed Mailbox admin 8 Press to end the session GREET PSWO QUIT Resetting the ACD Queue Mailbox password If you forget the ACD Queue Mailbox you must reset the password Resetting a mailbox password changes it to the default password 0 0 0 0 After the ACD Queue Mailbox password is reset you must change the default password and enter a new password Ensure that you tell the agents responsible for listening to ACD Queue Mailbox messages the new password Note The ACD Queue Mailbox password must be reset only if it is forgotten You cannot listen to messages in the ACD Queue Mailbox until the default password is changed To reset the ACD Queue Mailbox password 1 Click the Mailbox menu and then click Change Delete The Mailbox Administration dialog box appears 2 Click the ACD Queue Mailbox that requires the password reset 3 Click the Change button The Mailbox Administration dialog box appears 4 Click the Reset Password to default check box 5 Click the OK button 6 Click the Close button Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 Listening to messages in the ACD Queue Mailbox 47 Listening to messages in the ACD Queue Mailbox Messages left in each ACD Queue Mailbox should be listened to daily Only one agent can retrieve messages fr
52. available to Enterprise Edge Call Center eThe minimum number of voice channels available is equal to the number of Reserved channels you set up in General ACD parameters Additional channels not being used by Enterprise Edge Voice Messaging can also be used For example even though you assign two Reserved channels when you set up the General ACD parameters Enterprise Edge Call Center can use additional voice channels if and when they are available maximum greeting length is the duration of the longest greeting of the ACD queue in seconds Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 Tips to improve the efficiency of the call center 113 Tips to improve the efficiency of the call center Plan for busy times When you assign agents to the ACD queues assign as many qualified agents as possible to answer calls for the ACD queues Then have agents log in to the busy ACD queue when it gets busy Plan for slow times For example if agents are logged in only to Queue 1 ensure that incoming calls to Queue 2 overflow to Queue 1 When you are setting up queue parameters for Queue 2 assign a time to the Overflow parameter Then callers can still speak to an agent When no agents are logged into any queue ensure that the ACD greetings set up in the Routing Table have the Transfer parameter enabled If an ACD greeting has Transfer enabled callers can press zero to leave a message in an ACD Queue Mailbox Also ensu
53. before using Agent ID Agent name Priority Queue number and Queue number maximum 13 characters Agent name that the agent is 1 20 DEFAULT AG ENTxx xx is the Qualification assigned to assigned by Agent ID number value Enterprise 1 highest Edge Call 5 lowest Center DEFAULT 3 p oilo N wD oO AJ Wy N m e m N m WwW D ul m a N m eo per WO N oO P0908538 Issue 01 Enterprise Edge Call Center Set Up and O peration Guide 122 Agent Q ueue Assignment Agent Q ueue Assignment Copy page before using Agents assigned to Queue 1 Agents assigned to Queue 2 Agent ID number and Agent name Agent ID number and Agent name ACD Queue Mailbox Administration Queue ACD Queue Mailbox name ACD Queue MWI ext ACD Queue Number Mailbox number Mailbox same as the password Control DN 1 2 Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 Greeting Administration 123 G reeting Administration Copy page before using Greeting Administration Queue 1 Greeting Description of greeting Greeting Greeting Number parameters parameters Normal or Transfer or Not Forced Transfer 1 2 3 4 5 6 7 8 9 10
54. ber on page 36 e initialize the ACD Queue Mailboxes e record the ACD Queue Mailbox greetings Before you proceed make a photocopy of the table ACD Queue Mailbox Administration on page 122 Fill in the appropriate columns for future reference Determining the Control DN ACD Queue Mailbox number You must determine the Control DN ACD Queue Mailbox number before you can perform ACD Queue Mailbox administration tasks If you know the Control DN you can proceed to Initializing the ACD Queue Mailbox on page 37 To determine the Control DN ACD Queue Mailbox number and Message Waiting Indication telephone for each ACD queue 1 Press Feature 9 8 6 2 Press HEST Set xxx HET 3 The xxxx represents the Control DN ACD Queue CDM 1 tees HEST Mailbox number for Queue 1 Press HEXT to continue Note Ifthe message Hone appears the ACD queue has not been configured 4 The sxx represents the extension for the Message NEST Waiting Indication MWI telephone When there are messages in the Queue 1 mailbox a message will appear on the telephone with this extension Ext linxxx Press HEAT Note You assign the extension for MWI when you set up the ACD queue parameters For information refer to Setting up ACD queue parameters on page 28 If the message Unawail appears then the extension for MWI has not been entered 5 Continue pressing HET to view the Control DN and MWI for
55. change the destination CHHG HEXT Note The x gt represents the type of destination telephone extension or pager OTH appears if you have more than one destination programmed To change one of the other destinations press HEXT until the destination you want to change appears f Destination 7 Press FHOME or to choose a telephone number PHONE ExT PAGER destination Press EXT or 2 to choose an extension number destination Press PAGER or to choose a pager number destination dbi 8 Enter the destination number and press OF or The RETRY Ok destination telephone number cannot be longer than 30 digits Note The lt x gt represents the type of destination phone extension or pager 9 Press OE or to accept the destination number Press ADL or to add special characters if the destination number is a telephone or pager For information refer to Adding special characters to the destination number on page 59 After you add special characters press OK or to accept the destination number Motif lt s gt The type of destination appears on the display Note The lt x gt represents the type of destination telephone extension or pager Sot Cap The destination number appears on the display Note The x gt represents the type of destination The lt 4 gt represents the destination number For example Ext i2223 Enterprise Edge Call Center Set Up and Operation Gui
56. ck the OK button Click the Close button to return to the Enterprise Edge Voice Applications Manager main menu P0908538 Issue 01 Enterprise Edge Call Center Set Up and O peration Guide 92 Reviewing the Routing Table steps Reviewing the Routing Table steps Once you have set up the Routing Tables you can review them any time To review a Routing Table 1 Click the ACD menu and then click Queues The ACD Queues dialog box appears 2 Click the queue you want to review 3 Click the Configure button The queue s dialog box appears 4 Click the Day Routing Table tab to check the Day Routing Table Click the Night Routing Table tab to check the Night Routing Table The steps and the step parameters for the Routing Table appear 5 Click the OK button 6 Click the Close button to return to the Enterprise Edge Voice Applications Manager main menu Changing the existing steps in the Routing Table After you set up the Routing Tables you can e view the Routing Table e insert and delete steps e change values of existing steps in the Routing Table e erase the Routing Table To change values of existing steps in the Routing Table view the Routing Table and change the values of the steps you want to change Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 ACD Service Modes 93 ACD Service Modes You use both the Automatic and Manual Service Modes unless your call center has the same hours of operati
57. d as the Control DN of the queue For information on how to program the prime extension refer to the Enterprise Edge System Administrator Guide Lines that are programmed to be answered by Enterprise Edge Call Center must not be programmed to be answered by another Enterprise Edge peripheral or application You can assign Enterprise Edge Call Center to answer incoming calls after a specified number of rings The number of rings ranges from zero to 12 If the number of rings is left at zero Enterprise Edge Call Center answers immediately P0908538 Issue 01 Enterprise Edge Call Center Set Up and O peration Guide 98 Adding and assigning several lines For lines equipped with Caller ID you must assign the number of rings to two or more Caller ID information is not provided until just prior to the second ring so assigning the number of rings to zero or one prevents Caller ID information being relayed Without Caller ID information features related to Caller ID will not operate To add a line and assign an ACD queue 1 Click the ACD menu and then click Lines The Lines Administration dialog box appears Click the line you want to assign to an ACD queue Click the Change button The Line Administration dialog box appears Click the ACD option In the Queue box type the number of the ACD queue you want to answer this line In the Number of rings box type the number of rings before Enterprise Edge Call Center answers You must
58. de P0908538 Issue 01 ae CHHG A More dest VES HO CHHG Start start timer 12 HEXT CHHG Storstor timer 13 HEST E Lyre new CHHG Meg notify ADMIN SELECT P0908538 Issue 01 10 11 14 15 O ff premise Message Notification 65 Press CHHG or to change the destination and repeat steps 7 to 9 Press NEXT or to continue Note The x represents the type of destination telephone extension or pager OTH appears if you have more than one destination programmed Press HET until the display in step 11 appears Press HO if you are adding only one destination number Press YES to add additional destination numbers Press CHHG or to change the start time Press HEAT or to accept the start time Press CHHG or to change the stop time Press HET or f to accept the stop time Note Steps 13 and 14 allow you to review the start and stop times Press CHHG or 1 to change the message type to urgent Press OF or to accept the new default message You can choose to be notified of all new messages or urgent messages only Choosing the new message type means you are notified whenever you receive a new message Changing the message type to urgent means you are notified only when you receive an urgent message Press to end the session Enterprise Edge Call Center Set Up and Operation Guide 66 Off premise Message Notification Changing t
59. de using Enterprise Edge Operator Manager 1 Click the Start menu point to Programs point to Enterprise Edge Operator Manager and then click Enterprise Edge Operator Manager 2 Type the Operator password and click the OK button 3 Click the ACD tab The Enterprise Edge Operator Manager window changes to show the Service Mode being used In the Service field there are five possible service modes Day Auto The queue is in Day mode and is using the Automatic Service Mode Night Auto The queue is in Night mode and is using the Automatic Service Mode Day The queue is in Day mode and is using the Manual Service Mode Night The queue is in Night mode and is using the Manual Service Mode 24 Hour The queue is in 24 hour service mode Automatic Appears for a short time after you change the Service Mode It is automatically replaced by Day Auto or Night Auto 4 Click the queue you want to change 5 Click the Change Service button The Change Service Mode dialog box appears P0908538 Issue 01 Enterprise Edge Call Center Set Up and O peration Guide 96 ACD Service Modes 6 Click the option of the Service Mode you want to use Note You must configure the Night Routing Table and the Day Routing Table to enable the Automatic option You must configure the Night Routing Table to enable the Night option 7 Click the OK button to close the Change Service Mode dialog box 8 Click the OK button to close the Enterprise
60. dge Call Center ACD agents can use Enterprise Edge two line display telephones and Enterprise Edge single line display telephones Non display telephones such as telephones attached to an Enterprise Edge ATA 2 cannot be used for ACD agent tasks We recommend that you read the telephone user card for your telephone before proceeding About the two line display telephone The display on a Enterprise Edge two line display telephone provides information about commands and options available when you are using Enterprise Edge Call Center The two line display can show up to three display button options at a time The telephone displays in this guide show the Enterprise Edge Call Center default settings The following two line display shows an example of the first Queue Status display Enterprise Edge two line display Display prompt _ f ueue 1 Enabled Display button options GUEUIE NEXT Display buttons Using Enterprise Edge Call Center The Enterprise Edge Call Center system is designed to handle incoming calls as efficiently and economically as possible Incoming calls are distributed to available agents or to ACD greetings in your call center To ensure that each call is handled successfully Enterprise Edge Call Center answers plays greetings and routes each incoming call to the first available agent in the order of the call s arrival The Enterprise Edge Ca
61. dge Call Center Set Up and Operation Guide P0908538 Issue 01 Routing Table Administration Q Introduction The Routing Table determines how the system answers holds and routes incoming calls to agents in your call center This chapter describes e The Routing Table e Setting up a Routing Table e About Routing Table steps e Planning the Routing Table steps e Adding Routing Table steps e Assigning ACD queue hours of operation e Examples of setting up the Day and Night Routing Tables e Reviewing the Routing Table steps e Changing the existing steps in the Routing Table e ACD Service Modes Routing Table You set up the Routing Tables in Enterprise Edge Call Center to handle incoming calls for each ACD queue For each ACD queue there is one Routing Table for Day service and another Routing Table for Night service Set up the Day Routing Table for the hours when your service is available Set up the Night Routing Table for the hours when your service is not available The maximum number of steps in the Day Routing Table is six The maximum number of steps in the Night Routing Table is two A call in an ACD queue receives the treatment specified by the current Routing Table This treatment is a combination of ACD greetings and being on hold If an agent becomes available the call is sent to the available agent P0908538 Issue 01 Enterprise Edge Call Center Set Up and O peration Guide 82 Setting up a Routing Table Setting
62. e 105 Agent name The agent name is a maximum of 13 characters If you do not enter a name the default agent name is the word agent and the agent number for example AGENT12 P0908538 Issue 01 Enterprise Edge Call Center Set Up and O peration Guide 20 Adding an agent Priority The agent Priority represents the qualification level of the agent The agent Priority can be used to determine which of your agents receives an incoming call If the Method of call distribution for the queue is Preferred then the agent with the highest Priority value will receive the call For more information refer to Method of Call Distribution on page 27 The agent Priority value ranges from one to five One is the highest agent Priority value which you would assign to the most qualified agents The default agent Priority value is three Adding an agent Before you add an agent make a photocopy of the table Agent Administration on page 121 As you add agents fill in the appropriate columns in the table for future reference To add an agent 1 Click the ACD menu and then click Agents The ACD Agents dialog box appears 2 Click the Add button The Add Agent dialog box appears 3 The Agent ID field contains the lowest available Agent ID number If you want to change the Agent ID number click the Agent ID field and type the new Agent ID The Agent ID is a number between one and 20 4 Click the Name field and type the name of the agent
63. e Mailbox Password Listening to messages in the ACD Queue Mailbox Replying to messages Off premise Message Notification ACD Queue Mailbox The ACD Queue Mailbox is created automatically when you set up an ACD queue There is one ACD Queue Mailbox for each ACD queue The ACD Queue Mailbox number is the same as the Control Directory Number CDN of the ACD queue The ACD Queue Mailbox has the following default Class of Service settings Primary Prompt Language maximum message time of 15 minutes maximum message length of three minutes maximum message retention of 30 days maximum greeting length of one minute A caller can leave a message in the ACD Queue Mailbox if they press zero while listening to an ACD greeting that has been set up as having Transfer FEF enabled For more information refer to the table Greeting Parameters on page 83 A caller can also leave a message in the ACD Queue Mailbox if their call cannot overflow to another queue The call does not overflow if there are no agents logged in to the other queue the other queue is not enabled P0908538 Issue 01 Enterprise Edge Call Center Set Up and O peration Guide 36 Determining the Control DN ACD Queue Mailbox number To prepare the ACD Queue Mailbox to receive messages ensure that you e know the Control DN ACD Queue Mailbox number of each ACD Queue Mailbox If you do not know the Control DN refer to Determining the Control DN ACD Queue Mailbox num
64. e Messaging answers the lines assigned as AA If the Answer Line status is set to No neither Enterprise Edge Call Center nor Enterprise Edge Voice Messaging answers lines To set the Answer Lines status 1 Press Feature 9 8 2 Pswd 2 Enter the Operator password and press OK RETRY DK Atdt avail H 3 Press HEAT CHHG HEST J Business orent H 4 Press HEST CHHG HEST J Answer lines H 5 Press HHG CHHG HET J When Answer Lines is set to H the display shows Disabling When Answer Lines is set to the display shows Enabling 6 Press to end this session P0908538 Issue 01 Enterprise Edge Call Center Set Up and O peration Guide 100 Setting the Answer Lines status Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 Setting up ACD general parameters 10 Introduction Setting up Enterprise Edge Call Center involves assigning the language and setting up general ACD parameters This chapter describes e Assigning the language of Enterprise Edge Call Center e General ACD parameters e Setting up general ACD parameters e the Enterprise Edge Call Center System Configuration Report Assigning the language of Enterprise Edge Call Center The languages available for Enterprise Edge Call Center are the same as the languages used by Enterprise Edge Voice Messaging To change the language of Enterprise Edge Call Center you must change the language of En
65. e Primary Alert Setting up general page 125 time and the Secondary Alert time ACD parameters Record the line information for lines that are answered by Line answering page 126 Enterprise Edge Call Center Record the O perator and Business Status settings O perator Business page 127 Status P0908538 Issue 01 Enterprise Edge Call Center Set Up and Operation Guide 120 Feature Code checklist Feature Code checklist Feature name Feature Code Feature name Feature Code O pen Mailbox 98lor9 Service extension 985o0r9 O perator Status 9820or9_ _ Busy M ode 908 0or9 Log in out 9040r9 Q ueue Status 9090r9 ACD Queue Parameter Administration ACD Queue Rules Default Queue 1 Queue 2 Parameter Queue name maximum 16 characters QUEUEn Control DN Extension cannot be used None CDN by another telephone or peripheral MWI ext None Method either Long or Prefer Long O verflow Enter as mm ss 00 00 minimum 00 min 00 sec maximum 59 min 59 sec N ote 00 00 means do not overflow Postcallwrap Enter as mm ss 00 30 up time minimum 00 min 00 sec maximum 59 min 59 sec N ote 00 00 means no Post call wrap up time Delay answer Enter as mm ss 00 00 minimum 00 min 01 sec maximum 10 min 00 sec N ote 00 00 means Delay Answer is not activated Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 Agent Administration 121 Agent Administration Copy page
66. efer to the Enterprise Edge Call Center Agent Card Open Mailbox Feature Code Feature 981 The agent uses the Open Mailbox Feature Code to listen to messages in an ACD Queue Mailbox This mailbox is protected by a password that you choose The agent will be prompted to enter the ACD Queue Mailbox password P0908538 Issue 01 Enterprise Edge Call Center Set Up and O peration Guide 18 Feature Codes used by ACD agents Press Feature Q 8 _ to open the ACD Queue Mailbox The agent is prompted to enter the ACD Queue Mailbox password Note For more information on how the agent uses the Open Mailbox Feature Code refer to Listening to messages in the ACD Queue Mailbox on page 47 Login Logout Feature Code Feature 904 The agent uses the Login Logout Feature Code to log in when they are available to take calls and log out when they are not available to take calls Press Feature _ Q 0 4 to login out The agent is prompted to enter their Agent password Note For more information on the Login Logout Feature Code refer to the Enterprise Edge Call Center Agent Card If an agent forgets to log out the System Administrator can force the agent to logout For information refer to Forcing agent log out on page 23 Make Busy Feature Code Feature 908 The agent uses the Make Busy Feature Code to activate or cancel the Make Busy feature on their telephone If the work resulting from a call requires extra time to
67. ension numbers assigned to Enterprise Edge Voice Messaging This restricts all outdialing calls including external transfers from CCR trees Off premise Message Notification and Outbound Transfers When assigning an Outdial route all dialing is done by the extension numbers assigned to Enterprise Edge Voice Messaging not by the Enterprise Edge telephone Refer to your Enterprise Edge system documentation for additional information 2 Through Enterprise Edge programming assign the dialing restrictions to the telephone of the agent Refer to your Enterprise Edge system documentation for additional information 3 Through Enterprise Edge programming assign the dialing restrictions to the Enterprise Edge line s being used for outdialing Refer to your Enterprise Edge system documentation for additional information 4 Through Mailbox Admin ensure the Outdial route is set to HOME This restricts outdialing calls from the mailbox Setting up Off premise Message Notification to an extension number To set up Off premise Message Notification for the first time to one extension 1 Press Feature 9 8 f1 Loa 2 Enter the ACD Queue Mailbox number and password OTHE RETRY OK as a continuous number Press OK or J Note To determine the ACD Queue Mailbox number refer to Determining the Control DN ACD Queue Mailbox number on page 36 If the Psu prompt appears press OTHR to access the Loa display Queue n
68. enter Set Up and Operation Guide 138 Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01
69. enter Set Up and Operation Guide P0908538 Issue 01 Recording the ACD Queue Mailbox greetings 43 To record a Personalized ACD Queue Mailbox greeting Log QUIT RETRY x Queue name gt A saved REC ADHIH 4 new PLAY Mailbox admin GREET PSW QUIT Greeting options REC CHOOSE CFD Greeting PRIME ALT FERS J Greeting RETRY DE PR CHHG DE J Fh RETR ok Record greeting RETRY Ok f Accert greeting RETRY PLAY Ok Mailbox admin GREET PSWD QUIT P0908538 Issue 01 1 2 10 12 Press Feature 9 BJJ Enter the ACD Queue Mailbox number and password as a continuous number Press OK or J Note To determine the ACD Queue Mailbox number refer to Determining the Control DN ACD Queue Mailbox number on page 36 If the Fud prompt appears press OTHF to access the Log display The ACD Queue Mailbox name appears briefly Press ADMIN or B Press GREET or 2 Press REC or 1 Press PERS or to record a Personalized ACD Queue Mailbox greeting Enter a Personalized greeting number of 1 2 or 3 and press OK Press CHMG or fi Enter the telephone number maximum 10 digits to which you are assigning the Personalized ACD Queue Mailbox greeting Press 0K or to accept the telephone number At the tone record the greeting Press OF or to end the recording Press OF or t
70. ents at Munro and Johnson are currently busy but please hold as your call is very important to us Information greeting An information greeting provides messages and announcements to callers Thank you for calling Munro and Johnson This week we have extended our hours until we sell all spring merchandise We will be open until 9 00 pm Monday through Thursday and we will be open until midnight on Friday Please come in and see us at 52 Main Street Note Remember to change your Information greeting when it no longer applies Non business hours greeting Your non business hours greeting will be played after your business is closed An example of a non business hours greeting is You have reached Munro and Johnson Our hours of service are Monday to Friday from 8 00 until 12 00 and 1 00 until 5 00 To leave a message please press zero An agent will return your call as soon as possible Thank you for calling Note For more information about ACD greetings refer to Tips about recording ACD greetings on page 110 How to record an ACD greeting Before you record a greeting write the greeting out so that you include everything that you want to say We recommend that you record greetings that are a maximum of 20 seconds long If your greetings are longer than 20 seconds then callers will have to wait in the ACD queue a longer time before they hear a greeting Enterprise Edge Call Center Set Up and Operation Guide P090
71. enus with a more sophisticated menu that can offer callers a wider range of options DN DN is a Directory Number or an extension number Enterprise Edge Call Center The Enterprise Edge Call Center system receives holds and routes calls to agents in your call center Greeting Table The Greeting Table determines which recorded greeting is played and which line is answered according to the time of day Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 131 indicator See memory button indicator Long Long refers to the Longest idle method of call distribution which routes the call to the agent who has been available the longest The other method of call distribution is Preferred MWI See Message Waiting Indication memory button indicator Memory button indicators are the triangles that appear on the Enterprise Edge telephone next to memory buttons These indicators are useful for several Enterprise Edge Call Center purposes monitoring call activity showing the Login Logout status of agents and showing the Make Busy status of agents For information about how the status appears refer to the Enterprise Edge Call Center Agent Card Message Waiting Indication MW 1 The Message Waiting Indication appears on the telephone display as Message for you when there are new messages You assign a telephone as the designated MWI extension for each ACD Queue Mailbox Off premise Message N
72. ephone 11 two line display telephone 11 types of telephones 11 Enterprise Edge Call Center about 11 Accessing 12 Call answering 98 99 changing ACD greetings 79 Feature Codes 13 language availability 101 other documents 10 Enterprise Edge Call Center Set Up and Operation Guide recording greetings 79 setting up general parameters 102 telephone display 11 using 11 Evening assigning the Night start time to a queue 87 Extension number sent as default pager message 58 62 70 F Feature Codes about 13 agent 17 Custom Feature Codes 15 17 descriptions 15 17 Login Logout 18 Make Busy 18 27 Open Mailbox 15 17 O perator Service Control 16 programming memory buttons 14 Queue Status 16 18 102 105 106 System Administrator 15 used for 15 Force agent logout 23 Forced Play disabled 83 enabled 83 Formula for waiting calls 112 French language option 101 G General ACD parameters 102 Goto steps in Routing Table 82 Greetings ACD changing 79 examples of 77 Forced greetings in Routing Table 83 Greeting parameters in Routing Table 83 Greeting step in Routing Table 83 recording 78 79 Routing Table parameters 111 tips 110 types of 77 Greetings Queue Mailbox example 39 40 42 recording 36 39 40 42 Guide organization 9 other documents 10 P0908538 Issue 01 H Hold time See Distribution time Hours Operation for a queue 87 Routing Tables 81 93 l ID AgentID number 19 Caller ID 48 Indicators Primary alert f
73. er tells you what to expect as you read this guide and how information in this guide is presented How this guide is organized The Enterprise Edge Call Center Set Up and Operation Guide is organized into the following chapters Chapter Description 1 How to use this guide Describes the contents and conventions of this guide 2 Using Enterprise Edge Call Center Describes using telephones with Enterprise Edge Call Center accessing Enterprise Edge Call Center administration and your role as System Administrator Using Enterprise Edge Call Center Feature Codes describes the Enterprise Edge Call Center Feature Codes used by the System Administrator and by the agents ACD Agent Administration explains how to add and delete ACD agents This chapter also explains how to change agent information and force agent log off ACD Queue Administration provides information on setting up ACD queue parameters enabling ACD queues and disabling ACD queues This chapter also explains how to assign delete and view agents in an ACD queue ACD Queue Mailbox Administration explains how to initialize record greetings open and listen to messages in the ACD Queue Mailbox This chapter explains how to change and reset the ACD Queue Mailbox password This chapter also describes Off premise Message Notification Recording ACD Greetings describes different types of greetings and explain
74. eration Guide 16 Feature Codes used by the System Administrator Operator Service Control Feature Code Feature 982 Use the Operator Service Control Feature Code to establish or change the operator s extension and to indicate whether the operator is available This Feature Code is also used to select the day night service mode of each ACD queue You use this Feature Code to change the password used to access this Operator Service Control Feature Code Press _Feature QJ 8 J 2 to use the Operator Service Control Feature Code You are prompted to enter the Operator Service Control password The default password for this Operator Service Control Feature Code is OPERATOR which is entered by pressing eJZ JBJ ZJ eJeJ6JT Note For more information on using the Operator Service Control Feature Code refer to Changing the ACD Service Mode on page 94 and Resetting Passwords on page 115 Enterprise Edge Call Center Extension Feature Code Feature 985 Use the Enterprise Edge Call Center Extension Feature Code to determine the Control DN that has been assigned to each ACD queue The Control DN is the same as the ACD Queue Mailbox number This Feature Code is also used to determine the extension that has been assigned to show Message Waiting Indication for the ACD Queue Mailbox The Enterprise Edge Call Center Extension Feature Code is also used to reset the passwords of the System Administrator and the operator Press Feature _
75. estination The lt 4 gt represents the destination number For example Extiz223 Press CHHG or to change the destination type and the destination number Note The x gt represents the type of destination telephone or extension Press PAGER or 8 to choose a pager number destination Enter the destination pager number and press OK or Press OF or to accept the destination pager number The gt represents the pager number Press ADL or to add special characters If the paging service requires additional answer or setup time add pause characters to the beginning of the pager message For information refer to Adding special characters to the destination number on page 59 After you add special characters press OK or to accept the destination number The pager message appears briefly Enterprise Edge Call Center Set Up and Operation Guide 70 Off premise Message Notification f Show isc 10 Press HEXT or to accept the default pager message CHNG NEST represented by the x The default pager message is the Enterprise Edge Voice Messaging extension number This is the sequence of digits sent after the pager service is dialed to notify you of who is paging you Press CHMG or 1_ to change the pager message Note There is a combined limit of 29 characters for the pager telephone number and the pager message More dest 11 Press HO if you are adding only one destination VES HO number
76. etermine the ACD Queue Mailbox number refer to Determining the Control DN ACD Queue Mailbox number on page 36 If the Fswd prompt appears press OTHF to access the Loa display The ACD Queue Mailbox name appears briefly Press PLAY or 2 Press REPLY Press DIAL When this display appears you have the option of adding or removing digits from the number to be outdialed This display does not appear if a dialing translation table is established and enabled or if the Caller ID number does not require translation In these cases you see Flease hold while the number is dialed directly Note Press TRIM to remove digits from the beginning of the telephone number This automatically removes the area code from an incoming long distance call To return the call add more digits to the beginning of the telephone number by typing the required digits For example if you want to put 1 403 in front of the number type 1 403 and the number becomes 1 403 555 1212 After you call the message sender your session ends Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 O ff premise Message Notification 51 Off premise Message Notification Off premise Message Notification is a feature that notifies you or a designated agent when there are new or urgent messages in the ACD Queue Mailbox You can program Enterprise Edge Call Center to call you at any tone dial telephone number pager or extension and let yo
77. ets configured to answer this line If your call center has long Delay Answer Times longer than about 10 seconds specify to callers that their call is being tracked by Enterprise Edge Call Center Otherwise callers may not understand the long ringback delay and hang up Callers must be informed by the call center at the time the call center number is given to the caller Tips about recording ACD greetings The maximum number of ACD greetings is 10 We recommend that you record greetings that are a maximum of 20 seconds long If your greetings are longer than 20 seconds waiting callers must wait longer before they hear a greeting The longest recorded greeting for an ACD queue affects the frequency with which callers will hear greetings If your greeting length times vary a lot there is a very large variance in how often callers hear greetings Therefore it is best to keep greetings similar lengths if possible about 20 seconds each Ensure that when you record ACD greetings that have Transfer enabled you include To leave a message in the Queue Mailbox press zero Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 Tips about Routing Table administration 111 Tips about Routing Table administration Use Forced greetings sparingly If you use Forced greetings keep them as short as possible Many long Forced greetings slows transfering calls to agents and causes unpredictable increases in distribution times
78. eue 1 Day Routing Table 1 10 11 12 13 14 15 16 Click the ACD menu and then click Queues The ACD Queues dialog box appears Click Queue 1 Click the Configure button The Queue 1 dialog box appears Click the Day Routing tab Click End Click the Insert Step button to add step 1 The Insert Routing Step dialog box appears Click the Greeting option In the Greeting box type 1 Select the Forced Play check box and clear the Transfer Allowed check box Click the OK button Click End Click the Insert Step button to add step 2 The Insert Routing Step dialog box appears Click the Distribute for option Use the arrow button in the Distribute for box to change the time to 01 00 Click the OK button Click End P0908538 Issue 01 Enterprise Edge Call Center Set Up and O peration Guide 90 Examples of setting up the Day and Night Routing Tables 17 18 19 20 21 22 23 24 25 26 2T 28 29 30 31 32 33 34 35 36 37 38 Click the Insert Step button to add step 3 The Insert Routing Step dialog box appears Click the Greeting option In the Greeting box type 2 Select the Transfer Allowed check box and clear the Forced Play check box Click the OK button Click End Click the Insert Step button to add step 4 The Insert Routing Step dialog box appears Click the Distribute for option Use the arrow button in
79. eue Administration on page 25 Routing Tables This section of the System Configuration Report lists the following information for each Queue e Queue number e Day Routing Table start time e Night Routing Table start time e Day Routing Table steps e Night Routing Steps For information about the Routing Table parameters refer to Routing Table Administration on page 81 ACD Greetings This section of the System Configuration Report lists the following information for each ACD greeting Greeting number Status whether the greeting is recorded the queues that use the greeting For information about the ACD Greeting parameters refer to Recording ACD Greetings on page 77 Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 Monitoring Enterprise Edge Call Center call 11 activity Introduction This chapter describes e Monitoring call activity e an Example of monitoring call activity Monitoring call activity You and the agents at your call center can monitor call activity by watching the memory button indicators programmed with the Queue Status Feature Code For more information on this method of monitoring refer to General ACD parameters on page 101 The agents and the System Administrator can get a detailed real time current status of call activity using the Queue Status Feature Code As your call center receives calls use the Queue Status Feature Code on your telephone display to vie
80. eue administration You cannot change the ACD queue parameters or add change or delete lines assigned an ACD queue while an ACD queue is in use You can access Enterprise Edge Call Center administration and make other changes to your system while an ACD queue is in use To change the ACD queue parameters or add change or delete lines assigned an ACD queue you must first disable the ACD queue The method of call distribution is used to determine which of several available agents to route the call to There are two methods of call distribution Longest idle and Preferred Longest idle routes the call to the agent who is available the longest Preferred routes the call to the agent with the highest priority best qualified agent If there are several agents with the highest priority the longest available agent is selected The default method of call distribution is Longest idle The Overflow After time is the maximum time a caller waits before the call transfers to another ACD queue Ensure that if you set up the Overflow After time the agents assigned to the ACD queues are qualified to answer calls for the assigned ACD queues If a call comes in on a line belonging to an ACD queue that does not have any free agents the call is not answered until either the Delay Answer Time is elapsed or an agent becomes available for the call During the Delay Answer period when the caller hears ringback the line the call comes in on still rings on the s
81. g Press RETRY or 2 to erase and re record the greeting Mailbox admin 11 Press to end the session Repeat steps 1 to 10 to GREET PSWD QUIT record the other Alternate ACD Queue Mailbox greeting Choosing the Primary or Alternate ACD Queue Mailbox greeting After you record the Primary and Alternate ACD Queue Mailbox greetings choose which greeting you are going to use You can change the selection at any time and as often as needed If a greeting is not chosen Enterprise Edge Call Center automatically plays the Primary ACD Queue Mailbox greeting Note If you choose the Alternate ACD Queue Mailbox greeting remember to change back to the Primary ACD Queue Mailbox greeting at the appropriate time P0908538 Issue 01 Enterprise Edge Call Center Set Up and O peration Guide 42 Recording the ACD Queue Mailbox greetings To choose a Primary or Alternate ACD Queue Mailbox greeting 1 Press Feature 9 8 f1 J EE 2 Enter the ACD Queue Mailbox number and password QUIT RETRY OK as a continuous number Press OK or Note To determine the ACD Queue Mailbox number refer to Determining the Control DN ACD Queue Mailbox number on page 36 If the Fwd prompt appears press OTHF to access the Log display Queue name gt A Anew 4 saved PLAY REC ADMIN Mailbox admin GREET PSwWO QUIT Greeting options REC CHOOSE CFL The ACD Queue Mailbox name appe
82. g Table To add a Goto step 1 10 11 Click the ACD menu and then click Queues The ACD Queues dialog box appears Click the queue you want to add a goto step to Click the Configure button The queue s dialog box appears Click the Day Routing tab to add the Goto step to a Day Routing Table click the Night Routing tab to add the Goto step to a Night Routing Table Click the End step Note When the Routing Table is full the End step disappears Click the Insert Step button The Insert Routing Step dialog box appears Click the Goto Step option From the Goto Step drop list select the number of the Routing Table step the caller is sent to Click the OK button The Queue Properties dialog box appears Click the OK button Click the Close button to return to the Enterprise Edge Voice Applications Manager main menu Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 Assigning ACD queue hours of operation 87 Assigning ACD queue hours of operation To assign the ACD queue hours of operation you need to set the start times for the Day and Night Routing Tables The start times determine which Routing Table is used for the ACD queue when the ACD Service Mode is set to Automatic The ACD queue starts using the Day Routing Table at the Day Routing Table Start Time The ACD queue switches to the Night Routing Table at the Night Routing Table Start Time You can also assign the Day Routin
83. g Table to 24 hour operation When the Day Routing Table is assigned for 24 hour operation the ACD queue uses the Day Routing Table only You can still use the Night Routing Table when you switch the ACD Service Mode to Manual Assigning the Day start time for an ACD queue 1 Click the ACD menu and then click Queues The ACD Queues dialog box appears Click the queue you want to set up Click the Configure button The queue s dialog box appears Click the Day Routing tab Use the arrow buttons in the Start Time field to change the time that the Day Routing table will start Click the OK button Click the Close button to return to the Enterprise Edge Voice Applications Manager main menu Assigning the Night start time for an ACD queue 1 Click the ACD menu and then click Queues The ACD Queues dialog box appears Click the queue you want to set up Click the Configure button The queue s dialog box appears Click the Night Routing tab Use the arrow buttons in the Start Time box to change the time that the Night Routing table starts P0908538 Issue 01 Enterprise Edge Call Center Set Up and O peration Guide 88 Examples of setting up the Day and Night Routing Tables 6 Click the OK button 7 Click the Close button to return to the Enterprise Edge Voice Applications Manager main menu Assigning an ACD queue for 24 hour operation 1 Click the ACD menu and then click Queues The ACD Queues dialog box
84. g agents in 33 Queue Mailbox about 35 changing password 45 determining MW I extension 16 determining number 16 example of greeting 39 40 42 greetings 36 39 40 42 initializing 36 37 leaving a message in 83 111 113 116 130 131 listening to messages 17 47 48 Message W aiting Indication extension 36 Enterprise Edge Call Center Set Up and Operation Guide messages 47 messages waiting 26 number 26 35 36 opening 17 44 Opening remotely 44 password 37 45 resetting password 46 tips 111 113 116 130 131 Queue parameters Busy Timeout 27 changing 30 Control Directory N umber CDN 26 Delay answer 27 Message W aiting Indication extension 26 Method of Call Distribution 27 Overflow After 27 Queue name 26 Queue number 26 resetting Queue Mailbox password 26 setting up 28 Q ueue Status Feature Code 18 105 on single line display telephones 18 R Real time status of call activity 105 Recording ACD greetings 79 Queue Mailbox greetings 39 40 42 Refresher channels 101 Remote opening of Q ueue Mailbox 44 Replying to an external message sender using the DIAL option 50 to an internal message sender 49 using the CALL option 49 using the MSG option 49 Resetting agent password 22 Queue Mailbox password 26 46 system administrator password 116 Retrieving messages from Q ueue Mailbox 47 Reviewing agents 33 Routing Table steps 92 Rings assigning 98 99 Routing Table assigning queue hours 87 changing values of steps 92
85. he destination type from a pager to a telephone or extension To change the Off premise Message Notification destination from a pager to a telephone or extension assuming that you have never entered a time range 1 Press Feature 9 8 f1 Loa 2 Enter the ACD Queue Mailbox number and password GUIT RETRY OK as a continuous number Press OK or J Note To determine the ACD Queue Mailbox number refer to Determining the Control DN ACD Queue Mailbox number on page 36 If the Psu prompt appears press OTHF to access the Loa display 5 Queue name gt Anew B saved PLAY FEC ADMIN Mailbox admin GREET POW QUIT Mea notify ADMIN SELECT Hotifyt pager Paik Shows CHHG Hotifyl pager 6 HET Destination PHOWE EXT PAGER Enterprise Edge Call Center Set Up and Operation Guide The ACD Queue Mailbox name appears briefly Press ADMIN or B Press 6 to open the Off premise Message Notification menu Press ADMIHM or 1 to change Off premise Message Notification The type of destination appears on the display The destination telephone number appears on the display Note The x gt represents the destination number The pager message appears on the display Note The x gt represents the pager message Press CHHG or to change the destination type and the destination number Choose the type of destinati
86. hichever comes first For more information on the Delay Answer feature refer to Tips about ACD queue administration on page 110 P0908538 Issue 01 Enterprise Edge Call Center Set Up and O peration Guide 28 Setting up ACD queue parameters Setting up ACD queue parameters Before you proceed make a photocopy of the table ACD Queue Parameter Administration on page 120 Fill in the appropriate columns for future reference Note You need to disable a queue and wait until there are no calls in the ACD queue before you can change the ACD queue parameters You cannot change the ACD queue parameters of an ACD queue while the ACD queue is in use To set up ACD queue parameters 1 10 11 12 Click the ACD menu and then click Queues The ACD Queues dialog box appears Click the queue you want to set up Click the Configure button The queue s dialog box appears Click the General Queue Properties tab In the Control DN field enter the extension for the queue The Control DN must be a B1 extension that is not used by another device or telephone This number is also the mailbox number of the ACD Queue Mailbox A dialog box appears informing you that a new ACD Queue Mailbox was created Click the OK button In the Name field type the name for this queue This name is also used for the ACD Queue Mailbox The default name is QUEUEn where n is the Queue Number In the MWI DN field type the extension of the telephone
87. ick the Unassign button The names of the agents you selected move to the Available list box Click the Apply button to make the changes Repeat steps 2 to 7 for each ACD Queue from which you want to delete agents Click the OK button to return to the ACD Queues dialog box Click the Close button to return to the Enterprise Edge Voice Applications Manager main menu Viewing agents in an ACD queue To view the agents that are assigned to an ACD queue 1 Click the ACD menu and then click Queues The ACD Queues dialog box appears Click the queue you want to view Click the Configure button The Queue Properties dialog box appears Click the Agents tab The assigned agents are displayed The agents currently assigned to the queue appear in the Assigned list Click the OK button to return to the ACD Queues dialog box Click the Close button to return to the Enterprise Edge Voice Applications Manager main menu P0908538 Issue 01 Enterprise Edge Call Center Set Up and O peration Guide 34 Viewing agents in an ACD queue Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 ACD Queue Mailbox Administration 6 Introduction The ACD Queue Mailbox stores messages left by callers This chapter describes The ACD Queue Mailbox Determining the Control DN ACD Queue Mailbox number Initializing the ACD Queue Mailbox Recording the ACD Queue Mailbox greetings Opening an ACD Queue Mailbox The ACD Queu
88. ind out what these Feature Codes are Remember to write the Custom Feature Codes in the appropriate columns in the the table ACD Agent Feature Codes on page 17 To determine the Enterprise Edge Feature Codes 1 Press Feature Q f1_J f Login out 2 The display shows the name and number of the Log HEXT In Log Out Feature Code The xx represents a number between 00 and 99 Press HEXT Busy Mode EA 3 The display now shows the name and number of the aiaa Make Busy Feature Code The xx represents a number between 00 and 99 Press HEXT 4 Continue pressing HET to show all of the Enterprise Edge Feature Codes Record call A 5 This display appears when you reach the last our Enterprise Edge Feature Code the Record Call Feature Code Press QUIT or to end the session P0908538 Issue 01 Enterprise Edge Call Center Set Up and O peration Guide 14 Enterprise Edge Feature Codes Programming a memory button with a Feature Code Each Enterprise Edge Call Center Feature Code can be programmed to a memory button We recommend that you use memory buttons with indicators to program the Feature Codes A memory button indicator is the triangle next to a memory button These indicators are useful for several Enterprise Edge Call Center purposes monitoring call activity showing the Login Logout status of agents and showing the Make Busy status of agents For information about how the status appears refer t
89. ion G uide 6 10 11 12 13 14 15 16 17 Press FHOME or to choose a telephone number destination Enter the destination telephone number and press OK or The destination telephone number is a maximum of 30 digits Press OF or to accept the destination telephone number The lt x represents the telephone number Press ADL or to add special characters For information refer to Adding special characters to the destination number on page 59 After you add special characters press OK or to accept the destination number Enter the start time for Off premise Message Notification This is a four digit field Any single digit hour and minute must be preceded by a zero Press AM or ff or PH or 2 J Press OF or to accept the start time Enter the stop time for Off premise Message Notification This is a four digit field Any single digit hour and minute must be preceded by a zero Press AM or ff or PM or 2 J Press OF or to accept the stop time Press HO if you are adding only one destination number Press YES to add additional destination numbers Press HEXT or to accept the start time that you entered Press CHHG or to change the start time Note Steps 16 and 17 allow you to review the start and stop times Press HEXT or to accept the stop time that you entered Press CHHG or 1_ to change the stop time P0908538 Issue 01 O ff premise Message Notification 57
90. is a four digit field Any single digit hour and minute must be preceded by a zero 2stor time 13 Press AM or i or PM or 2 J RETR Al PH stor time 14 Press OF or to accept the stop time RETRY OK More dest 15 Press YES to add an additional destination number VES Ho J Hotify 2 none 16 Press SETUP or 1 SETUP HEXT Destination 17 Press PAGER or 8 to choose a pager number PHOHE ExT PAGER destination Pager 18 Enter the destination pager number and press OK or RETRY OK P0908538 Issue 01 Enterprise Edge Call Center Set Up and O peration Guide 62 Off premise Message Notification E il j Shows xxx Show ieee 20 CHHG HEST SETUP Hotify 32 none 21 HEST CHHG HET Faas Lime gt 23 CHHG HEST Med tyre neu 24 CHHG Ok Msg notify 25 ACMIM SELECT Startitstart time 22 Press OK or to accept the destination pager number The x represents the pager number Press ADL or to add special characters If the paging service requires additional answer or setup time add pause characters to the beginning of the pager message For more information refer to Adding special characters to the destination number on page 59 After you add special characters press OF or to accept the destination number The pager message appears briefly Press HEST or to accept the default pager message represented by the xxx The
91. is interrupted and the call goes to the available agent Transfer Allowed W hile the greeting is playing the caller can press zero to leave a message enabled in the ACD Queue Mailbox Ensure that the N on business hours greetings have Transfer Allowed enabled so that the caller can press zero to leave a message in the ACD Queue Mailbox Transfer Allowed W hile the greeting is playing the caller CANNOT press zero to leave a disabled message in the ACD Queue Mailbox Pressing zero during the greeting will be ignored by Enterprise Edge Call Center Note Try to limit the number of Forced greetings that you set up in the Routing Table and keep Forced greetings as short as possible Many long Forced greetings increase the transfer time of calls to agents and cause unpredictable increases in distribution times For more information refer to Tips about Routing Table administration on page 111 P0908538 Issue 01 Enterprise Edge Call Center Set Up and O peration Guide 84 Planning the Routing Table steps Planning the Routing Table steps To have a clear record of the Routing Table steps you intend to create photocopy and complete Routing Table Administration on page 124 Adding Routing Table steps You can add greeting steps distribution steps and Goto steps to the Routing Table Adding greeting steps Greeting steps play a message to the waiting caller To add a greeting step 1 10 11 Click the A
92. ise Edge Call Center Set Up and O peration Guide 108 Custom Call Routing Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 Enterprise Edge Call Center O peration Tips 1 3 Introduction This chapter provides tips to improve the operation of Enterprise Edge Call Center This chapter describes Tips about ACD agent administration Tips about ACD queue administration Tips about recording ACD greetings Tips about Routing Table administration Tips about ACD general parameters Tips to calculate longest wait time a caller could be on hold Tips to improve the efficiency of the call center Tips about ACD agent administration You can have a maximum of 20 agents in your call center You can have a maximum of 10 agents logged in to Enterprise Edge Call Center at any one time Agents can log in to any telephone on Enterprise Edge There is an Auto Busy Mode feature to Enterprise Edge Call Center that ensures that Enterprise Edge Call Center calls do not ring forever at an abandoned agent set If the agent does not answer a call within a specified number of rings the call returns to the ACD queue to be presented to another agent and the telephone is placed into Auto Busy Mode by Enterprise Edge Call Center The agent must manually cancel Auto Busy Mode to resume accepting calls P0908538 Issue 01 Enterprise Edge Call Center Set Up and O peration Guide 110 Tips about ACD queue administration Tips about ACD qu
93. learning about the Enterprise Edge Call Center system e using Enterprise Edge Call Center Feature Codes e setting up ACD agents e setting up ACD queues e initializing the ACD Queue Mailbox e recording ACD greetings e setting up the ACD routing table e assigning the lines to be answered by Enterprise Edge Call Center e setting up general ACD parameters e monitoring the real time performance of Enterprise Edge Call Center call activity e troubleshooting Enterprise Edge Call Center e completing the Enterprise Edge Call Center Programming Record refer to Appendix A Enterprise Edge Call Center Programming Record on page 119 Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 Using Enterprise Edge Call Center Feature 3 Codes Introduction Feature Codes allow you to access Enterprise Edge Call Center functions This chapter describes the Feature Codes used by the System Administrator and the ACD agents This chapter describes e Enterprise Edge Feature Codes e Feature Codes used by the System Administrator e Feature Codes used by ACD agents Enterprise Edge Feature Codes Feature Codes are assigned during installation This guide shows the default Feature Codes Enterprise Edge Call Center can also use Custom Feature Codes If the default Feature Codes are used by another application your system automatically assigns Custom Feature Codes If your system has assigned Custom Feature Codes you need to f
94. ll Center system is used to hold the caller on the line The Enterprise Edge Call Center system is designed to work best for small call centers P0908538 Issue 01 Enterprise Edge Call Center Set Up and O peration Guide 12 Accessing Enterprise Edge Call Center administration Accessing Enterprise Edge Call Center administration Enterprise Edge Call Center administration is done using Enterprise Edge Voice Applications Manager Enterprise Edge Voice Applications Manager is an application that allows you to administer Enterprise Edge Voice Messaging and Enterprise Edge Call Center To access Enterprise Edge Voice Applications Manager 1 Click the Start menu point to Programs click Enterprise Edge Voice Applications Manager and then click Enterprise Edge Voice Applications Manager The Enterprise Edge Voice Applications Manager main menu appears To access Enterprise Edge Voice Applications Manager from Enterprise Edge Unified Manager 1 On the Enterprise Edge Unified Manager window and then click the Enterprise Edge Voice Applications Manager icon The Enterprise Edge Voice Applications Manager main menu appears All of the procedures described in this guide assume that you are at the Enterprise Edge Voice Applications Manager main menu Your role as Enterprise Edge Call Center System Administrator As Enterprise Edge Call Center System Administrator you set up how your call center receives calls Your role can include e
95. mber character limit 58 62 70 destination pager number and message character limit 59 setting up to a pager number 57 to a telephone number 55 to an extension number 53 O pen Mailbox Feature Code 15 17 O pening the Q ueue Mailbox 44 remotely 44 O perator Service Control default password 16 Feature Code 16 resetting passwords 115 O ptions while listening to Q ueue Mailbox messages 48 Organization of guide 9 O ther documents 10 11 O utdial route mailbox 52 Overflow After 27 Overflow After time 110 Enterprise Edge Call Center Set Up and O peration Guide 136 Pp Parameters general ACD 102 111 queue 26 Routing Table Greetings 83 Password changing Q ueue Mailbox 45 O perator Service Control default password 16 Queue Mailbox password 26 37 45 resetting agent password 22 resetting O perator Service Control 115 resetting Q ueue Mailbox 26 46 resetting system administrator 116 Pause characters adding 58 62 69 Post call wrap up time automatic timeout 18 extending and canceling 18 Prefer method of call distribution 27 Programming memory button 14 Q Qualification agent 20 Queue about 25 about queue parameters 26 assigning agents to 32 assigning hours of operation 87 call overflow 27 deleting agents from 32 disabling 30 enabling 29 116 how calls are received 25 how lines are answered 25 name 26 number 26 problems changing general parameters 117 problems enabling 116 Queue Status Feature Code 16 viewin
96. n Report Information about the Enterprise Edge Call Center configuration is included in Enterprise Edge Voice Messaging Configuration Report For information about how to generate this report refer to the Enterprise Edge Voice Messaging Set Up and Operation Guide The following paragraphs describe the Enterprise Edge Call Center information included in the System Configuration Report ACD Parameters This section of the System Configuration Report lists the current settings for the ACD general parameters For information about ACD general parameters refer to Setting up ACD general parameters on page 101 Agents This section of the System Configuration Report lists the following information for each agent in the Enterprise Edge Call Center system e Agent ID e Agent name e Priority e Queues assigned Any Agent ID that is not assigned has the name Unused For information about the Agent parameters refer to ACD Agent Administration on page 19 Queues This section of the System Configuration Report lists the following information for each queue P0908538 Issue 01 Enterprise Edge Call Center Set Up and O peration Guide 104 Enterprise Edge Call Center System Configuration Report e Queue ID e Queue Name e Control DN e Message Waiting Indicator extension e Method of Call Distribution e Post call wrap up time e Delay answer e Overflow After Time Limit For information about the queue parameters refer to ACD Qu
97. n one agent press the Control key or Shift key while selecting additional agents To assign all of the agents to this queue click the Assign All button Click the Assign button The names of the agents you selected move to the Assigned list box Click the OK button to save your changes and return to the ACD Queues dialog box Repeat steps 2 to 7 for each ACD Queue to which you want to assign agents Click the Close button to return to the Enterprise Edge Voice Applications Manager main menu Deleting agents from an ACD Q ueue When you delete an agent from an ACD Queue the agent is removed from the queue but is not deleted The agent is still available but no longer receives calls from the queue To delete an agent from an ACD queue 1 2 Click the ACD menu and then click Queues The ACD Queues dialog box appears Click the queue from which you want to delete agents Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 Viewing agents in an ACD queue 33 Click the Configure button The queue s dialog box appears Click the Agents tab The Queue Properties dialog box changes to show the assigned agents From the Assigned list box click the names of the agents you want to delete from the queue Note To delete more than one agent from this queue press the Control key or Shift key while selecting additional agents To delete all of the agents from this queue click the Clear All button Cl
98. ne can be forwarded to the Control DN of a queue Call Forward No Answer This feature forwards all unanswered calls from a telephone to another extension number A call is considered unanswered if no one answers the call before a specified number of rings Call Forward On Busy This feature forwards all calls from a telephone to another extension if all the lines assigned to the telephone are busy channel A channel is the voice path that Enterprise Edge Call Center uses to give greetings to callers A voice channel is also the voice path used when anyone uses a Feature Code to access Enterprise Edge Call Center Class of Service The Class of Service defines the values for the special features of the ACD Queue Mailbox or other Mailboxes Control Directory Number CDN The Control Directory Number CDN is the extension number of an ACD queue The CDN is the number used to transfer calls to an ACD queue The Enterprise Edge installer is responsible for assigning the CDN to each ACD queue before the ACD queue can be enabled Custom Call Routing CCR Custom Call Routing CCR is a routing feature that you can program to present a customized menu of single digit choices to callers CCR automatically answers lines with customized menus for incoming callers With CCR callers can listen to pre recorded messages leave a message in the ACD Queue Mailbox or transfer to an extension CCR allows you to replace the Automated Attendant m
99. not affect the ACD Service Mode or the times you set up for the Routing Table You can change the ACD Service Mode using the Operator feature code _Feature 9 J B 2 or Enterprise Edge Operator Manager To change the ACD Service Mode using the Operator feature code 1 Press Feature 9 8 2 Ee RETRY a 2 Enter the default password The default password for this Operator Service Control Feature Code is OPERATOR or 6 7 8 7 2 8 6 7 and press OK Note If you changed the Operator Service Control Feature Code default password enter the new password Atdt avails M 3 Press HEXT until you see the display in step 4 CHNG HEXT ACD Service 4 Press SET to assign or determine the current ACD SET Ok Service Mode Note If you press OF you exit the system Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 ACD Service Modes 95 f Mode 1 Auto 5 Press CHHG to change the ACD Service Mode for CHHG WIEW HEAT Queue 1 Note Pressing CHHG cycles between Day Night and Auto Mode 1 Das 6 Press HEXT to move to the next queue CHHG WIEW HEAT j Note Pressing iew displays the start times for the Day Routing Table and Night Routing Table Mode 2 Auto 7 Repeat steps 5 and 6 for each queue CHNG VIEW OK Note If OK appears you are changing the last queue To exit the system press OK To change the ACD Service Mo
100. o accept the greeting Press PLA or to listen to the greeting Press RETR or 2 to erase and re record the greeting Repeat steps 4 to 11 to record other Personalized ACD Queue Mailbox greetings Press to end the session Enterprise Edge Call Center Set Up and Operation Guide 44 Opening an ACD Queue Mailbox Opening an ACD Queue Mailbox An ACD Queue Mailbox can be opened from your own extension another extension an outside telephone as shown in Opening an ACD Queue Mailbox remotely on page 44 Opening an ACD Queue Mailbox after it has been initialized After an ACD Queue Mailbox is initialized follow these steps to open it from your own extension or from another extension 1 Press Feature 99 8 f1 Loa 2 Enter the ACD Queue Mailbox number and password QUIT RETRY OK as a continuous number Press OK or Note To determine the ACD Queue Mailbox number refer to Determining the Control DN ACD Queue Mailbox number on page 36 If the Fswd prompt appears press OTHF to access the Loa display Opening an ACD Queue Mailbox remotely To reach an ACD Queue Mailbox from an outside telephone Call or get transferred to an ACD queue Press zero during or after an ACD greeting which has Transfer enabled For more information refer to How incoming calls are sent to an ACD queue on page 25 and the table Greeting Parameters on page 83 If an ACD Queue Mailbox is set up as a lea
101. o the Enterprise Edge Call Center Agent Card To program a memory button 1 Do not lift your handset Press Feature _ B Program Features 2 A display appears briefly to indicate that you are going to program features 3 Press a programmable button preferably a button Press a button with an indicator for the Queue Status Feature Code au Note The agents should program the Login Logout Feature Code and the Make Busy Feature Code to memory buttons with indicators 4 Press Feature Feature code QUIT F 5 Enter the Feature Code number you want to program QUIT CLEAF For example enter 9 0 R to program the Queue Status Feature Code Programmed The display shows that the button has been programmed Repeat steps to 5 for each Enterprise Edge Call Center Feature Code you want to program Use the paper labels that come with your Enterprise Edge telephone to identify the programmed button To use the Feature Code press the labeled button Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 Feature Codes used by the System Administrator 15 Feature Codes used by the System Administrator The System Administrator uses Feature Codes to e open an ACD Queue Mailbox e set the Operator or Service mode status e determine a Control Directory Number DN e view the queue status These Feature Codes appear in the table Enter
102. om each ACD Queue Mailbox at a time If different agents are listening to and handling messages in the ACD Queue Mailbox throughout the day each agent should e Listen to the message e Write down what the message says e Erase the message e Return the caller s telephone call If the caller is not available the agent can try again later or pass the message on to another agent The first agent to listen to the message must erase the message after writing down what it says The reasons for this are e the next agent does not waste time listening to the same message e the next agent does not know if the callback was successful or not e you do not want more than one agent contacting the same caller If only one agent is responsible for retrieving messages at your call center this agent does not need to transcribe and delete each message before callback This agent handles messages and knows the status of the old messages To listen to ACD Queue Mailbox messages 1 Press Feature 9 8 f1 J Loa 2 Enter the ACD Queue Mailbox number and password QUIT RETRY DE gt as a continuous number Press OK or J Note To determine the ACD Queue Mailbox number refer to the table Listening to ACD Queue Mailbox messages on page 48 If the Fswd prompt appears press OTHF to access the Loa display lt Queue name gt The ACD Queue Mailbox name appears briefly Znew OB saved 3 Press FLA to lis
103. on number Press FHOME or to choose a telephone number destination Press ExT or to choose an extension number destination P0908538 Issue 01 O ff premise Message Notification 67 f Er 8 Enter the destination number and press OK or The RETRY OK destination telephone number cannot be longer than 30 digits Note The x gt represents the type of destination telephone or extension 9 Press OK or to accept the destination number Press ADL or to add special characters if the destination number is a telephone For information refer to Adding special characters to the destination number on page 59 After you add special characters press OK or to accept the destination number l Start hhmm 10 Enter the start time for Off premise Message RETRY OK Notification This is a four digit field Any single digit hour and minute must be preceded by a zero tstart time 11 Press AM or or PH or 2 RETRY AM PM start timer 12 Press OF or to accept the start time RETRY OK Stor hhmm 13 Enter the stop time for Off premise Message RETRY Ok Notification This is a four digit field Any single digit hour and minute must be preceded by a zero stor time 14 Press AM or fi or PH or B RETRY AM PM stor time 15 Press OF or to accept the stop time RETRY OK Hotifai lt gt The type of destination appears on the display Note The lt x gt re
104. on page 88 To enable an ACD queue 1 Click the ACD menu and then click Queues The ACD Queues dialog box appears a Click the queue to you want to enable 3 Click the Enable button The queue status changes to Enabled Repeat steps 2 and 3 for each ACD Queue you want to enable 4 Click the Close button to return to the Enterprise Edge Voice Applications Manager main menu P0908538 Issue 01 Enterprise Edge Call Center Set Up and O peration Guide 30 Disabling the ACD queues Disabling the ACD queues When you disable an ACD queue no new calls are accepted Any calls that are already in this ACD queue still get distributed until the calls are ended To disable an ACD queue 1 Click the ACD menu and then click Queues The ACD Queues dialog box appears 2 Click the queue you want to disable 3 Click the Disable button The queue status changes to Disabled Repeat steps 2 and 3 for each ACD Queue you want to disable 4 Click the Close button to return to the Enterprise Edge Voice Applications Manager main menu Changing ACD queue parameters You must disable the ACD queue before you can change the ACD queue parameters To change the ACD queue parameters 1 Click the ACD menu and then click Queues The ACD Queues dialog box appears Click the queue you want to change Click the Configure button The queue s dialog box appears Click the General Queue Properties tab In the Control DN field ty
105. on seven days a week If your call center has the same hours of operation seven days a week you can use the Automatic Service Mode and you do not need to use the Manual Service Mode The default Service Mode is Automatic Routing Table hours are in effect seven days a week Automatic Service Mode When you assign the Automatic Service Mode to an ACD queue the Routing Tables automatically switch from Day to Night and from Night to Day The Routing Tables switch according to the times you set up in the Routing Tables seven days a week If the Service Mode is Automatic the default start time for Day mode is 8 00 am and the default start time for Night mode is 5 00 pm You can change these times when you set up the Routing Tables The Automatic Service Mode uses the times and the steps that you set up in the Day and Night Routing Tables Manual Routing Table Method When you assign the Manual Service Mode to an ACD queue you or the Operator company receptionist must manually choose the Day Routing Table or the Night Routing Table For example when you choose Queue 1 Night the steps set up in the Night Routing Table for Queue 1 are used until you manually change the mode to Queue Day When the Service Mode is Manual the times are still set up in the Routing Tables but they are ignored by Enterprise Edge Call Center Although the Manual Service Mode does not use the Routing Table times the Routing Table steps are used Choose the Manual Se
106. or monitoring 102 Secondary alert for monitoring 102 Initializing Q ueue Mailbox 36 37 Internal messages replying to 49 L Language changing availability 101 French 101 Spanish 101 Lines assigned to be answered by queue 25 configuring 97 101 Listening to messages in Queue Mailbox 48 Login Logout Feature Code 18 Long method of call distribution 27 M Mailbox Opening Queue Mailbox 44 outdial route 52 Queue Mailbox 35 Make Busy Feature Code 18 Manual Routing Table method 93 Memory button indicator 14 17 102 105 programming 14 17 Message W aiting Indication about extension 26 determining the extension 36 Messages external 49 50 internal 49 listening to messages in Q ueue Mailbox 17 O ff premise Message Notification 51 playing volume control 48 Queue Mailbox 35 replying to 49 saving 48 P0908538 Issue 01 135 Method about Routing Table Methods 93 Automatic Routing Table Method 93 Call Distribution 27 changing the Routing Table Method 94 Manual Routing Table method 93 Monitoring about 105 example of monitoring 106 memory button indicators 17 Primary alert 102 Queue Status Feature Code 16 Secondary alert 102 MW extension 26 N Name agent 19 queue 26 Queue Mailbox 37 N ight Routing Table setting up 88 Notification O ff premise M essage N otification 51 N umber agents 109 Control DN 16 queue 26 Queue Mailbox 16 0 O ff premise M essage N otification about 51 changing parameters 63 destination nu
107. or to set up Off premise Message Notification The type of destination appears on the display Note The x represents the type of destination telephone extension or pager The destination number appears on the display Note The lt x represents the type of destination The lt 4 represents the destination number for example Ext 12223 P0908538 Issue 01 f Hotify 1x CHHG OTHE HEST DEL IHS QUIT Dest deleted CHNG OTHE NEXT 6 Hotify lids 7 Motifs 1 gt 8 O ff premise Message Notification 73 Press OTHF if you want to delete the first destination or press HEST or to scroll through the destinations until you find the destination that you want to delete When you find the destination that you want to delete press OTHR Note The lt x gt represents the type of destination telephone extension or pager Press DEL to delete the destination number This display appears briefly to confirm the destination number was deleted The destination number is deleted The Motif 2 destination changes to become the Hotif 1 destination number Note To delete more destination numbers press OTHE and repeat steps 6 and 7 When you are done deleting destination numbers press to end this session Turning Off premise Message Notification on and off Off premise Message Notification can be turned on or off at any time When you turn Off premise Message Notification off
108. otification Off premise Message Notification is a feature that notifies you at a destination number that you set up when there are new or urgent messages left in the ACD Queue Mailbox peripheral A peripheral is equipment that is added to Enterprise Edge to provide additional functionality Prefer Prefer refers to the Preferred method of call distribution which routes the call to the agent with the highest priority best qualified agent The other method of call distribution is Long Primary alert time The Primary alert time is the first time limit that you assign for calls waiting in the ACD queues When a caller has waited the Primary alert time limit you are given a visual warning on programmed memory button indicators The other alert time is Secondary alert time P0908538 Issue 01 Enterprise Edge Call Center Set Up and Operation Guide 132 priority value You assign the priority value to ACD agents according to their qualifications If the Method of call distribution is Prefer the priority value is used to determine which agent receives an incoming call queue Each ACD queue collects and distributes calls for a particular call center department such as sales or technical support When several calls arrive at the same time the calls are held in an ACD queue where callers hear greetings and are put on hold until an agent is available Queue Mailbox See ACD Queue Mailbox Real time Real time i
109. otification to one telephone number for the first time 1 Loa 2 QUIT RETRY DE Queue name gt Anew B saved 3 PLAY REC AGMIN Mailbox admin 4 GREET PSWD QUIT Med notify 5 ACMIH SELECT J Hot init P0908538 Issue 01 Press Feature 9 8 f1 J Enter the ACD Queue Mailbox number and password as a continuous number Press GE or J Note To determine the ACD Queue Mailbox number refer to Determining the Control DN ACD Queue Mailbox number on page 36 If the Psu prompt appears press OTHF to access the Log display The ACD queue name appears briefly Press ADMIH or B Press 6 to open the Off premise Message Notification menu Press ADMIHM or to set up Off premise Message Notification This display appears when Off premise Message Notification has not been set up for this mailbox Enterprise Edge Call Center Set Up and Operation Guide 56 Off premise Message Notification Destination PHOHE ExT Pm Phi RETRY lt x gt ADD DE Start hhmmi RETRY Ok rc start timer RETRY AM PH J start time RETRY DKE Stor hhmm RETRY DE J stor timer RETEY AM Pr stor timet RETRY Ok rc More dest VES HO Start start timer CHHG co Stor stor timer CHHG A Enterprise Edge Call Center Set Up and O perat
110. p times for message notification Off premise Message Notification sends notification messages to telephone numbers and extension during the time between the Start time and Stop time only If you want to change the time when Off premise Message Notification calls telephone numbers and extensions you need to change the Start and Stop times Note Off premise Message Notification sent to pagers is not affected by the Start and Stop times Message notification is always sent when Off premise Message Notification is on and a message is received To change the Start and Stop times 1 Press Feature 9 8 f1 J Loa 2 Enter the ACD Queue Mailbox number and password QUIT RETRY OK as a continuous number Press OK or J Note To determine the ACD Queue Mailbox number refer to Determining the Control DN ACD Queue Mailbox number on page 36 If the Psu prompt appears press THF to access the Log display Gueue name gt The ACD Queue Mailbox name appears briefly Anew B saved 3 Press ADMIN or B PLAY REC ADMIN Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 Mailbox admin GREET PSW QUIT Meg notify ADMIH SELECT Hotify on CHHG TIME OK J Start start timet CHHG HEST Start hrm RETRY DE start timer RETRY AM PH start time RETRY DE J Stor hhmm RETRY OK stor timer RETRY
111. pe the new extension for the queue The Control DN must be a B1 extension that is not used by another device or telephone This number is also the mailbox number of the ACD Queue Mailbox A confirmation dialog box appears Click the Yes button to confirm changing the Control DN A second confirmation dialog box appears Click the OK button to change the mailbox number of the ACD Queue Mailbox In the Name field type the new name for this queue This name is also used for the ACD Queue Mailbox Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 10 11 12 13 14 15 16 17 Deleting the ACD queue parameters 31 In the MWI DN field type the new extension of the telephone that displays the Message Waiting Indicator for the ACD Queue Mailbox In the Method field select the Method of distribution option Longest or Priority Use the arrow buttons in the Busy Timeout field to change the busy timeout period Use the arrow buttons in the Delay Answer field to change the delay answer time Select the Overflow After check box to enable the Overflow feature or clear the Overflow After check box and go to step 15 to disable the Overflow feature Use the arrow buttons in the Overflow After field to change the overflow limit in minutes and seconds Click the Apply button to make the changes Repeat steps 2 to 15 for each ACD Queue you want to change Click the OK button to return to the
112. ple of setting up the Queue Day Routing Table 89 Example of setting up the Queue Night Routing Table 91 Reviewing the Routing Table steps 92 Changing the existing steps in the Routing Table 92 ACD Service Modes 93 Changing the ACD Service Mode 94 P0908538 Issue 01 Enterprise Edge Call Center Set Up and O peration Guide 6 Chapter 9 Chapter 10 Chapter 11 Chapter 12 Chapter 13 Chapter 14 Enterprise Edge Call Center Lines Administration 97 Introduction 97 Adding lines and assigning an ACD queue 97 Adding and assigning several lines 98 Setting the Answer Lines status 99 Setting up ACD general parameters 101 Introduction 101 Assigning the language of Enterprise Edge Call Center 101 General ACD parameters 101 Setting up general ACD parameters 102 Enterprise Edge Call Center System Configuration Report 103 Monitoring Enterprise Edge Call Center call activity 105 Introduction 105 Monitoring call activity 105 Example of monitoring call activity 106 Using Enterprise Edge Call Center with Enterprise Edge Voice Messaging 107 Introduction 107 Automated Attendant 107 Custom Call Routing 107 Enterprise Edge Call Center Operation Tips 109 Introduction 109 Tips about ACD agent administration 109 Tips about ACD queue administration 110 Tips about recording ACD greetings 110 Tips about Routing Table administration 111 Tips about ACD general parameters 111 Tips to calculate longest wait time a caller could be
113. presents the type of destination telephone or extension lt P H gt The destination number appears on the display Note The x gt represents the type of destination The 4 represents the destination number For example Ext 12223 Hotify lt gt 16 Press HEXT or to continue CHHG HEST Note The x gt represents the type of destination telephone or extension P0908538 Issue 01 Enterprise Edge Call Center Set Up and O peration Guide 68 Off premise Message Notification More dest 17 Press HO if you are adding only one destination VES HO number Press YES to add additional destination numbers f Startitstart time 18 Press HEXT or f to accept the start time that you CHNG NEAT entered Press CHNG or fi to change the start time Note Steps 18 and 19 allow you to review the start and stop times Storistor time gt 19 Press HEXT or f to accept the stop time that you CHHG HEST entered Press CHHG or 1 to change the stop time Meg ture new 20 You can choose to be notified of all new messages or CHANG Ok urgent messages only Press GE or to accept the default message type new Choosing the new message type means you are notified whenever you receive a new message Press CHHG or to change the message type to urgent Changing the message type to urgent means you are notified only when you receive an urgent message i notify 21 Press to end the
114. prise Edge Call Center System Administrator Feature Codes If you have Custom Feature Codes record these in the appropriate column in this table Enterprise Edge Call Center System Administrator Feature Codes Operation Default Feature Code Custom Feature Codes O pen Mailbox Feature RJB fi Feature J ___ O perator Service Control Feature 9 BJE Feature BJ __ __ Message Touch Extension Feature J 6J 6 Feature BJ __ __ Q ueue Status Feature 9 0 Feature QJ ___ __ Note The Login Logout Feature Code and the Make Busy Feature Code are available to the System Administrator but they are used primarily by agents For information on the Feature Codes used by agents refer to ACD Agent Feature Codes on page 17 System Administrator Feature Code descriptions Before you attempt to use these feature codes read the telephone user card for your telephone Open Mailbox Feature Code Feature 981 Use the Open Mailbox Feature Code to e record ACD Queue Mailbox greetings e listen to messages in the ACD Queue Mailbox Press Feature 8 1_ to use the Open Mailbox Feature Code Note For more information on using the Open Mailbox Feature Code refer to Recording the ACD Queue Mailbox greetings on page 38 and Listening to messages in the ACD Queue Mailbox on page 47 P0908538 Issue 01 Enterprise Edge Call Center Set Up and O p
115. queue parameters 28 Enabling the ACD queues 29 Disabling the ACD queues 30 Changing ACD queue parameters 30 Deleting the ACD queue parameters 31 Assigning an agent to an ACD queue 32 Deleting agents from an ACD Queue 32 Viewing agents in an ACD queue 33 ACD Queue Mailbox Administration 35 Introduction 35 ACD Queue Mailbox 35 Determining the Control DN ACD Queue Mailbox number 36 Initializing the ACD Queue Mailbox 37 Recording the ACD Queue Mailbox greetings 38 Recording a Primary greeting for the ACD Queue Mailbox 39 Recording an Alternate greeting for the ACD Queue Mailbox 40 Choosing the Primary or Alternate ACD Queue Mailbox greeting 41 Recording a Personalized greeting for the ACD Queue Mailbox 42 Opening an ACD Queue Mailbox 44 Opening an ACD Queue Mailbox after it has been initialized 44 Opening an ACD Queue Mailbox remotely 44 ACD Queue Mailbox Password 45 Changing the ACD Queue Mailbox password 45 Resetting the ACD Queue Mailbox password 46 Listening to messages in the ACD Queue Mailbox 47 Replying to messages 49 Replying to an internal message sender 49 Replying to an external message sender 50 Off premise Message Notification 51 About Off premise Message Notification 51 Assigning an outdial route 52 Setting up Off premise Message Notification to an extension number 53 Setting up Off premise Message Notification to a telephone number 55 Setting up Off premise Message Notification to a pager number 57 Setting up Off premise Mes
116. r add change or delete lines assigned to an ACD queue while an ACD queue is in use For more information refer to ACD queue parameters on page 26 and Adding lines and assigning an ACD queue on page 97 How incoming calls are sent to an ACD queue Incoming calls are sent to an ACD queue in one of the following ways e The installer assigns a line to be answered directly by an ACD queue e A receptionist agent or user receives a call and transfers the call to an ACD queue They transfer the call to an ACD queue by pressing Feature 7 0 or TEAMSFER and entering the Control DN of the ACD queue e The call is answered by the Automated Attendant AA or a Custom Call Routing CCR tree and the caller makes a selection that routes them to the Control DN of the ACD queue For more information refer to Automated Attendant on page 107 and Custom Call Routing on page 107 e Ifcalls are forwarded to the Control DN of the queue by Call Forward All Calls Call Forward No Answer or Call Forward On Busy For information about these Enterprise Edge features refer to your Enterprise Edge System Administrator Guide P0908538 Issue 01 Enterprise Edge Call Center Set Up and O peration Guide 26 ACD queue parameters ACD queue parameters Setting up your ACD queue requires you to assign or record values for several parameters These parameters include the following Queue number The Queue number is assigned by the system as one or two Q
117. re that the ACD greeting includes the information that a caller can press zero to leave a message in the ACD Queue Mailbox P0908538 Issue 01 Enterprise Edge Call Center Set Up and O peration Guide 114 Tips to improve the efficiency of the call center Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 Troubleshooting Enterprise Edge Call Center 14 Introduction This chapter provides diagnostic and recovery procedures for problems that can occur while setting up and operating Enterprise Edge Call Center This chapter describes e Problems and Solutions Problems and Solutions The following common problems can occur while using Enterprise Edge Call Center The solutions are provided after a description of the problem Resetting Passwords The Operator Service Control Feature Code Feature _ R 6 password can be reset if it is lost or forgotten This is the Feature Code and password used by the company receptionist Operator or System Administrator To reset the Operator Service Control Feature Code password 1 Press Feature 9 8 6 CDM 1 cccx 2 Press F HEXT Note The xxx represents the Control DN for Queue 1 Fswd 3 To reset the Operator Service Control Feature Code RETRY Ok password enter the password RESETOPERPS WD which is entered by pressing POOE B and press DE Reset Paud 4 Press YES to reset the password YES HO Exi
118. rs are contacted whenever a designated type of message is received by an ACD Queue Mailbox that has Off premise Message Notification set up You can add special characters when you set up Off premise Message Notification to a pager destination number Depending on the company supplying your paging service the programming sequence varies For more information about setting the destination telephone number parameters for your pager contact your pager company Setting up Off premise Message Notification involves e assigning an outdial route for the ACD Queue Mailbox e establishing a destination telephone number e selecting whether you are assigning a telephone pager or extension number e determining a notification time range e selecting what type of messages you want to be notified about all new messages or just messages marked urgent After you set the Off premise Message Notification parameters Off premise Message Notification is enabled automatically P0908538 Issue 01 Enterprise Edge Call Center Set Up and Operation Guide 52 Off premise Message Notification Assigning an outdial route The Outdial route determines which line line pool or Route code the system uses for Off premise Message Notification The default for Outdial route is None You must assign an Outdial route before you can use an external telephone or a pager as an Off premise Message Notification destination For more information on line pools and Route codes
119. rvice Mode and the Night Routing Tables when your ACD queue e closes at a certain hour for the weekend e has irregular hours e closes for special holidays Note Remember to manually choose the Day Routing Table or choose the Automatic Service Mode when your business returns to regular hours P0908538 Issue 01 Enterprise Edge Call Center Set Up and O peration Guide 94 ACD Service Modes Changing the ACD Service Mode The default ACD Service Mode is Automatic The default day start time is 8 00 am and the default night start time 5 00 pm There are five possible ACD Service Modes auto dau 24hour uninit The ACD Queue uses the Automatic Service Mode You must configure both the day and night Routing Tables before you can assign the Automatic Service Mode to the ACD Q ueue The ACD Queue uses the M anual Service mode and the Day Routing Table You must configure the Day Routing Table before you can assign the M anual Service Mode and the Day Routing Table The ACD Queue uses the M anual Service mode and the Night Routing Table You must configure the Day Routing Table before you can assign the M anual Service Mode and the Day Routing Table The ACD Queue uses the Day Routing Table only You must configure the Day Routing Table for 24 hour operation to use this Service Mode The ACD Queue is not configured You must configure the ACD Q ueue before you can assign the Service M ode Note The display Business orent does
120. s Feature Code Feature _ QJ 0 9 start flashing slowly This feature warns you that a call has exceeded the Primary alert time For information on programming memory buttons with indicators refer to Programming a memory button with a Feature Code on page 14 The warning indicators stop automatically when the situation returns to normal You assign the Primary alert time in minutes and seconds The default value is 00 00 which means there is no Primary alert time Note Agents do not need to be logged in before they see the Queue Status memory button flashing A memory button must be programmed with the Queue Status Feature Code and the Primary alert time must be set up before the memory button will indicate the ACD queue status Secondary alert The Secondary alert time must be a higher time limit for calls waiting in the ACD queues than the Primary alert time limit When a call exceeds the Secondary alert time limit this triggers the memory button indicators programmed with the Queue Status Feature Code Feature 9 0 J to start flashing quickly This feature warns you that a call has been waiting an unacceptable amount of time For information on programming memory buttons with indicators refer to Programming a memory button with a Feature Code on page 14 The warning indicators stop automatically when the situation returns to normal You assign the Secondary alert time in minutes and seconds The default value is 00 00 which
121. s how to record ACD greetings Routing Table Administration provides information on setting up the steps in the Routing Tables Enterprise Edge Call Center Lines Administration provides information on how to add lines and assign an ACD queue This chapter also explains how to view and change line configuration and set the Answer Lines status P0908538 Issue 01 Enterprise Edge Call Center Set Up and Operation Guide 10 Symbols and conventions Chapter Description 10 Setting up ACD general parameters provides information on assigning the language of Enterprise Edge Call Center and setting up the general parameters for Enterprise Edge Call Center 11 Monitoring Enterprise Edge Call Center call activity provides information on how to monitor Enterprise Edge Call Center call activity using the Enterprise Edge Call Center Status Feature Code 12 Using Enterprise Edge Call Center with Enterprise Edge Voice Messaging provides information about the Enterprise Edge Messaging routing features Custom Call Routing and the Automated Attendant 13 Enterprise Edge Call Center Operation Tips provides tips to improve the operation of the Enterprise Edge Call Center system 14 Troubleshooting Enterprise Edge Call Center provides diagnostic and recovery procedures for problems that might occur while setting up and operating Enterprise Edge Call Center This chapter explains ho
122. s off all of the calls are answered and none of the calls has exceeded the Primary Alert time e if the indicator is flashing slowly at least one call waiting in the ACD queue has exceeded the Primary Alert time e if the indicator is flashing quickly at least one call waiting in the ACD queue has exceeded the Secondary Alert time Note For information on assigning times to the general ACD parameters Primary Alert and Secondary Alert refer to General ACD parameters on page 101 For information on how to use the Queue Status Feature Code refer to Example of monitoring call activity on page 106 Feature Codes used by ACD agents The agents use Feature Codes to e open the ACD Queue Mailbox e log in and log out of the Enterprise Edge Call Center system e make telephone busy and cancel telephone busy e view queue status These Feature Codes appear in the table ACD Agent Feature Codes If you have Custom Feature Codes record these in the appropriate column in this table ACD Agent Feature Codes Operation Default Feature Code Custom Feature Code Open Mailbox Feature 9 6 1 Feature B __ Login Logout Feature 9 OJEG Feature B __ _ M ake Busy Feature 0J 6 Feature 9 ___ ___ Q ueue Status Feature Q 0J E Feature B __ _ _ Agent Feature Code descriptions For more information on Agent Feature Codes r
123. s put the caller on hold while the Enterprise Edge Call Center system searches for an available agent To add a distribution step 1 10 11 Click the ACD menu and then click Queues The ACD Queues dialog box appears Click the queue you want to add a distribution step to Click the Configure button The queue s dialog box appears Click the Day Routing tab to add the distribution step to a Day Routing Table or click the Night Routing tab to add the distribution step to a Night Routing Table Click a step in the routing table The distribution step is added before this step To add the distribution step to the end of the Routing Table click the End step Note When the Routing Table is full the End step disappears Click the Insert Step button The Insert Routing Step dialog box appears Click the Distribute for option Use the arrow buttons in the Distribute for box to change the longest time in minutes and seconds that the caller can wait on hold in this step Click the OK button The queue s dialog box appears Click the Apply button and then click the OK button Click the Close button to return to the Enterprise Edge Voice Applications Manager main menu P0908538 Issue 01 Enterprise Edge Call Center Set Up and O peration Guide 86 Adding Routing Table steps Adding Goto steps Goto steps send the caller to another step in the Routing Table These steps can be added only at the end of the Routin
124. s the first time that you are recording a greeting this display appears briefly to indicate that no greeting has been recorded Enterprise Edge Call Center Set Up and Operation Guide 40 Recording the ACD Queue Mailbox greetings Record new 8 Press YES or 1_ and record the Primary ACD Queue YES HO QUIT Mailbox greeting at the tone Record greeting 9 Press OK or to end the recording RETRY OK Accert greeting 10 Press OE or to accept the greeting Press PLA or RETRY PLAY DE to listen to the greeting Press RETRY or 2 to erase and re record the greeting eo admin 11 Press to end the session Repeat steps 1 to 10 to GREET PSWD GUIT record the other Primary ACD Queue Mailbox greetings Recording an Alternate greeting for the ACD Queue Mailbox You can record an Alternate greeting for each ACD Queue Mailbox The Alternate ACD Queue Mailbox greeting should include the same ACD Queue Mailbox name that you used for the Company Directory For example Season s Greetings You have reached the Sales Department Queue Mailbox at Munro and Johnson At the sound of the tone please leave your name phone number and a brief message One of our agents will return your call when we re open on December 27 Thank you Before you record an Alternate ACD Queue Mailbox greeting it is a good idea to write out what you want to include in it To record an Alternate ACD Queue Mailbox greeting
125. s where there is no delay between the occurrence and knowledge of each call event The real time or current situation of the agents and call activity can be monitored by using the Queue Status Feature Code Reserved channel Reserved channels are voice channels reserved exclusively for Enterprise Edge Call Center Reserved channels are used to send greetings to callers waiting in an ACD queue These channels ensure that Enterprise Edge Voice Messaging does not consume all the voice channels Routing Table The Routing Table handles incoming calls for each ACD queue The Routing Table determines the order of greetings and hold times for callers while they wait to be routed to an available agent Secondary alert time The Secondary alert time is the second time limit that you assign for calls waiting in the ACD queues When a caller has waited the Secondary alert time limit you are given a visual warning on programmed memory button indicators This alerts you that the caller has been waiting in an ACD queue for an unacceptable amount of time The other alert time is Primary alert time System Administrator The System Administrator is responsible for setting up managing and handling the day to day operation of Enterprise Edge Call Center The System Administrator monitors the overall performance of the call center and balances the staffing according to call traffic demands voice channel A voice channel is the voice path that Enterprise
126. sage Notification to more than one destination 60 Changing Off premise Message Notification 63 Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 Chapter 7 Chapter 8 Changing Off premise Message Notification parameters 63 Changing the destination type from a pager to a telephone or extension 66 Changing the destination type from telephone or extension to a pager 68 Inserting an Off premise Message Notification destination number 70 Deleting an Off premise Message Notification destination number 72 Turning Off premise Message Notification on and off 73 Changing the Off premise Message Notification hours of operation 74 Recording ACD Greetings 77 Introduction 77 ACD greetings 77 Types of ACD greetings 77 How to record an ACD greeting 78 Recording ACD greetings 79 Changing ACD greetings 79 Routing Table Administration 81 Introduction 81 Routing Table 81 Setting up a Routing Table 82 About Routing Table steps 82 Distribution time DIST 82 Goto steps GOTO 82 ACD Greeting step GRTG 83 Planning the Routing Table steps 84 Adding Routing Table steps 84 Adding greeting steps 84 Adding distribution steps 85 Adding Goto steps 86 Assigning ACD queue hours of operation 87 Assigning the Day start time for an ACD queue 87 Assigning the Night start time foran ACD queue 87 Assigning an ACD queue for 24 hour operation 88 Examples of setting up the Day and Night Routing Tables 88 Examples of Routing Tables 88 Exam
127. session ADMIN SELECT Changing the destination type from telephone or extension to a pager To change the Off premise Message Notification destination from a telephone or extension to a pager 1 Press Feature 9 8 f1 Loa 2 Enter the ACD Queue Mailbox number and password QUIT RETRY OK as a continuous number Press OK or J Note To determine the ACD Queue Mailbox number refer to Determining the Control DN ACD Queue Mailbox number on page 36 If the Psu prompt appears press OTHR to access the Loa display Queue name gt The ACD Queue Mailbox name appears briefly Anew saved 3 Press ADMIN or B PLAY REC ADMIN Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 Mailbox admin GREET PSwWwD GUIT Med notify ADMIH SELECT Hotiful lt gt xp icu gt Motif lt gt CHHG Destination PHOHE EXT PAGER J Pager RETR OK dt EE ADD DK paa P0908538 Issue 01 O ff premise Message Notification 69 4 Press 6 to open the Off premise Message Notification menu Press AGMIM or 1 to change Off premise Message Notification The type of destination appears on the display Note The lt x gt represents the type of destination telephone or extension The destination number appears on the display Note The lt x represents the type of d
128. sferred to the ACD Queue Mailbox where the caller can leave a message This time limit helps to prevent call congestion in your call center The default Overflow After time is 00 00 which means do not overflow Busy Timeout The Busy Timeout parameter is the time period you set up for agents to wrap up or complete paperwork after they finish a call After an agent has completed a call they are taken out of the queue for this pre programmed Busy Timeout period The agent can extend or cancel the Busy Timeout period by using the Make Busy Feature Code For more information refer to Make Busy Feature Code Feature 908 on page 18 The Busy Timeout defaults to 30 seconds You can change the Busy Timeout to zero if there is no need for this time period in your call center Delay Answer The Delay Answer feature prevents Enterprise Edge Call Center from answering calls and playing greetings when there are no agents available When an ACD queue has the Delay Answer feature activated waiting callers hear ringback To activate the Delay Answer feature enter a time for Delay Answer The Delay Answer time can be a minimum of one second and a maximum of 10 minutes The default Delay Answer time is 00 00 which means it is not activated When a call comes in on a line belonging to an ACD queue that does not have any free agents the call will not be answered until either the Delay Answer time has elapsed or an agent becomes available for this call w
129. ss f to open the Off premise Message GREET PSWD QUIT Notification menu Msg notify 5 Press ADMIH or to set up Off premise Message ADMIN SELECT Notification Hot init This display appears when Off premise Message J Notification has not been set up for this mailbox Destination 6 Press FHOME or 1 to choose a destination telephone PHONE EXT PAGER number Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 O ff premise Message Notification 61 Phi 7 Enter the destination telephone number and press OK or RETRY Ok The destination telephone number cannot be longer than 30 digits ox 8 Press OK or to accept the destination telephone ABD Ok number The lt gt represents the telephone number Press ALL or 2 to add special characters For information refer to Adding special characters to the destination number on page 59 After you add special characters press OK or to accept the destination number Start hhmm 9 Enter the start time for Off premise Message RETRY Ok Notification This is a four digit field Any single digit hour and minute must be preceded by a zero start timer 10 Press AM or A or FM or 2 RETRY AM PM start timer 11 Press OK or to accept the start time RETRY OK Stor hhmm 12 Enter the time when Off premise Message Notification RETRY Ok is to stop This
130. t 5 The system exits once you have reset the password The Operator Service Control Feature Code password is now reset to the default password OPERATOR which is entered by pressing GBB Beep P0908538 Issue 01 Enterprise Edge Call Center Set Up and O peration Guide 116 Problems and Solutions The System Administrator password can be reset if it is lost or forgotten To reset the System Administrator password 1 Press Feature 9 8 5 CDM disc 2 Press QJ HEXT Note The xxx represents the Control DN for Queue 1 Fswd 3 To reset the System Administrator password enter RETRY Ok the password RESETSMPSWD which is entered by pressing 7 8 7 6 6 ee J G and press OK Reset Paud 4 Press ES to reset the password HO YES Exit 5 The system exits once you have reset the password The System Administrator password is now reset to the default password of four zeroes 0 0 0 0 J If the ACD Queue Mailbox password is forgotten refer to Resetting the ACD Queue Mailbox password on page 46 If an agent forgets their password you can reset the agent s password To reset the agent s password refer to Changing agent information on page 22 Agent log in problems If an agent cannot log in at their telephone check the following e ensure the Agent ID and password match e check to see if the agent is already logged into a different telephone e check
131. ten to the messages in the ACD PLAY REC ADMIN Queue Mailbox For options refer to Listening to messages in the ACD Queue Mailbox on page 47 P0908538 Issue 01 Enterprise Edge Call Center Set Up and O peration Guide 48 Listening to messages in the ACD Queue Mailbox End of mes REPLY ERASE HEST zage 4 Press REPL to reply to an outside caller by dialing them back if your company subscribes to Caller ID service Press ERASE to erase the message Press HEST to hear the next message 5 Press to end the session A number of options are available to you during and after listening to a message The table Listening to ACD Queue Mailbox messages on page 48 shows the options for both single line display telephones and two line display telephones This table also shows when they are available Note You may want to photocopy the table Listening to ACD Queue Mailbox messages on page 48 for the agents who will be responsible for listening to messages in the ACD Queue Mailbox Listening to ACD Queue Mailbox messages O ption Dial pad Display Available Available Description Button Button WHILE AFTER listening to listening to a message a message Save Z SAUE X Saves the message being played If you M essage do not erase a message itis automatically saved Volume X Adjusts the volume of the message that is Control playing The volume increases each time you press After
132. ter you reset the password the agent must change their password the next time they log on To reset the agent s password 1 Click the ACD menu and then click Agents The ACD Agents dialog box appears Click the agent you want to change Click the Change button The Change Agent dialog box appears Click the Reset Password check box Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 Deleting an agent 23 Click the OK button The agent password is set to 0000 Click the Close button to return to the Enterprise Edge Voice Applications Manager main menu Deleting an agent To delete an agent 1 Click the ACD menu and then click Agents The ACD Agents dialog box appears Click the agent you want to delete Click the Delete button The Confirm Delete dialog box appears Note If the agent you are deleting is logged in a dialog box appears asking if you want to log the agent off and then delete the agent To delete the agent click the Yes button Click the Yes button Click the OK button Repeat steps 2 to 5 for each agent you want to delete Click the Close button to return to the Enterprise Edge Voice Applications Manager main menu Forcing agent log out Normally agents log out when they are no longer available to receive calls If an agent leaves and does not log out you can force the agent to log out When logged out an agent will not receive any new calls from Enterprise
133. terprise Edge Voice Messaging For information about changing the Enterprise Edge Voice Messaging refer to the Enterprise Edge Voice Messaging Set Up and Operation Guide General ACD parameters Setting up Enterprise Edge Call Center requires you to assign values for the general parameters The general ACD parameters include the following Reserved channels Reserved channels are voice channels that are reserved exclusively for use by Enterprise Edge Call Center You must define the number of Reserved channels that are used by Enterprise Edge Call Center A Reserved channel is used when e an ACD greeting is played to a caller e Off premise Message Notification notifies you that there is a message Keep the following in mind when you assign the number of Reserved channels e Enterprise Edge Call Center can use all available channels e Enterprise Edge Voice Messaging cannot use available Enterprise Edge Call Center Reserved channels e voice channels must be available for Enterprise Edge Voice Messaging e assigning Reserved channels ensures that Enterprise Edge Voice Messaging does not consume all of the voice channels P0908538 Issue 01 Enterprise Edge Call Center Set Up and O peration Guide 102 Setting up general ACD parameters Primary alert The Primary alert time is a time limit for calls waiting in the ACD queues When a call exceeds the Primary alert time limit the memory button indicators programmed with the Queue Statu
134. the xxx The default pager message sent by Enterprise Edge Call Center is the Enterprise Edge Voice Messaging extension number This is the sequence of digits sent after the pager service is dialed to notify you of who is paging you Press CHHG or to change the pager message Note There is a combined limit of 29 characters for the pager telephone number and the pager message Press HO if you are adding only one destination number Press YES to add additional destination numbers You can choose to be notified of all new messages or urgent messages only Press OK or to accept the default message type new This means you are notified whenever you receive a new message Press CHHG or to change the message type to urgent Changing the message type to urgent means you are only notified when you receive an urgent message Press to end the session Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 O ff premise Message Notification 59 Adding special characters to the destination number When you are adding special characters do not press the dialpad buttons to enter a or to enter a Press the button directly below the option on a two line display telephone or listen for the voice prompts To add special characters on an Enterprise Edge one line display telephone refer to the table Adding special characters using an single line display telephone on page 59 To add special characters on a two line displa
135. to see if a different agent is logged into this telephone Problems enabling the ACD queue The ACD queue must be assigned a valid Control DN before you can enable it If you cannot enable an ACD queue ensure that you assigned a valid Control DN Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 Problems and Solutions 117 Cannot change the ACD Queue General Parameters There are two possible reasons why you cannot change the ACD Queue General Parameters e The ACD queue is enabled You must disable the ACD queue before you can change the ACD Queue General parameters e The ACD Queue Mailbox has the wrong extension number The extension number of the ACD Queue Mailbox must be the same as the Control DN of the ACD queue If the ACD Queue Mailbox has the wrong extension a error message appears when you attempt to change the ACD queue parameters This error message states that Enterprise Edge Call Center could not access the ACD Queue Mailbox To correct this problem 1 oF Click the Mailbox menu and then click Change Delete 2 Click the ACD Queue Mailbox 3 4 Click the Change button Select the text in the Extension box and type the Control DN of the ACD queue Click the OK button Click the Close button P0908538 Issue 01 Enterprise Edge Call Center Set Up and O peration Guide 118 Problems and Solutions Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 Appendi
136. u know there is a message in the ACD Queue Mailbox Since Off premise Message Notification uses a Reserved or voice channel to notify you when there is a message set up Off premise Message Notification for non business hours Then Off Premise Message Notification does not consume a Reserved or voice channel during busy periods About Off premise Message Notification You can receive notification of a message at a maximum of five different destination numbers Enterprise Edge Call Center calls the first destination when a new or urgent message is received in the ACD Queue Mailbox If there is no answer Enterprise Edge Call Center waits five minutes and calls the first destination again If there is no answer Enterprise Edge Call Center calls the first destination a third time If there is no answer after three calls Enterprise Edge Call Center calls the second destination Enterprise Edge Call Center continues calling at five minute intervals until the call is answered or all of the programmed destinations are called three times You assign start and stop times that apply to all telephone number and extension number destinations The time range establishes how long Off premise Message Notification is in effect Off premise Message Notification begins when the start time is reached It is a good idea to set the start time for the time you will be at the destination telephone number so you will be there to receive calls Pager destination numbe
137. ue Mailbox The Primary greeting should include the same ACD Queue Mailbox name that you used for the Company Directory For example Hello You have reached the Sales Department Queue Mailbox at Munro and Johnson At the sound of the tone please leave your name phone number and a brief message One of our agents will return your call as soon as possible Thank 23 you Before you record the Primary ACD Queue Mailbox greeting it is a good idea to write out what you want to include in it To record the Primary ACD Queue Mailbox greeting 1 Press Feature 9 8 f1 J E 2 Enter the ACD Queue Mailbox number and password QUIT RETRY OK l j as a continuous number Press OK or Note To determine the ACD Queue Mailbox number refer to Determining the Control DN ACD Queue Mailbox number on page 36 If the Fwd prompt appears press OTHF to access the Log display Queue name gt 5 Anew B saved PLAY REC ADMIN Mailbox admin GREET PSWE QUIT Greeting options REC CHOOSE CFW Greeting PRIME ALT PERS J Hot recorded P0908538 Issue 01 The ACD Queue Mailbox name appears briefly Press ADMIH or B Press GREET or 2 Press REC or 1 Press PRIME or to record the Primary ACD Queue Mailbox greeting Note If you are changing the greeting the current recorded ACD Queue Mailbox greeting begins to play If this i
138. ueue name The Queue name is a maximum of 16 characters If you do not enter a Queue name the Queue name defaults to QUEUEn where n is the Queue number The Queue name for each ACD queue is the same as the ACD Queue Mailbox name Control Directory Number CDN The Control Directory Number is the extension associated with the ACD queue Incoming calls are transferred to the CDN of each ACD queue The CDN is the same as the ACD Queue Mailbox number When assigning a CDN you must be aware of the following e ACDN must be a B1 extension A B1 extension is the extension that you dial to call a telephone or peripheral Note For information about determining an available B1 extension refer to your Enterprise Edge Programming Record and your Enterprise Edge Installer Guide e The extension assigned as the CDN must be used exclusively for the CDN Ifa telephone or any other device uses the same extension the ACD queue will not answer calls Message Waiting Indication MWI extension The Message Waiting Indication extension is an optional telephone number that indicates when an ACD Queue Mailbox has messages waiting The MWI extension that you assign shows Message for sou on the telephone display when there are new messages in the ACD Queue Mailbox The MWI extension defaults to None If the MWI extensions for each ACD Queue Mailbox are forgotten you can determine which MWI extension is assigned to each ACD Queue Mailbox For information
139. up a Routing Table A Routing Table is made of several routing steps These steps define what is done with a caller that is waiting in the ACD queue To set up a Routing Table use the steps below e Learn about the types of Routing Table steps e Plan which steps you are going to use e Add the steps to the Routing Table e Assign the hours of operation for the queue About Routing Table steps There are three types of steps that you can set up in the Routing Table e distribution time e Goto steps e greetings Distribution time DIST During the distribution time step calls wait to be distributed to agents If no agents are available before the distribution time expires the call goes to the next step in the Routing Table If there is no next step set up in the Routing Table the call is terminated The minimum distribution time is zero and the maximum distribution time is 59 59 fifty nine minutes and fifty nine seconds The default distribution time is 30 seconds Goto steps GOTO The Goto step is the last step in the Routing Table The Goto step specifies a target step number For example if the Goto step specifies step 1 the call goes back to step 1 and repeats the steps The steps are repeated until an agent becomes available or until the caller leaves a message in the ACD Queue Mailbox The Goto step is not an option for the first Routing step because there are no possible target steps yet The Goto target step cannot be
140. ve message point in Custom Call Routing CCR press the one digit CCR menu option and you are automatically transferred to the ACD Queue Mailbox Call an Operator receptionist or user and ask them to transfer you to the ACD Queue Mailbox number by using Feature 8 6 Once you have reached an ACD Queue Mailbox from an outside telephone press during the ACD Queue Mailbox greeting to open the ACD Queue Mailbox At the voice prompt enter the ACD Queue Mailbox number and password and press Follow the voice prompts Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 ACD Queue Mailbox Password 45 To access the ACD Queue Mailbox directly from an outside telephone e Call a telephone line that is answered by the Automated Attendant AA and press during the AA Menu Prompt Enter the ACD Queue Mailbox number and password then press Follow the voice prompts e Call your own extension number and press during your personal greeting Enter the ACD Queue Mailbox number and password then press Follow the voice prompts ACD Queue Mailbox Password It is recommended that you change the password every 30 days By changing the password regularly you decrease the chance that someone discovers the password accesses the system Keep a written copy of the ACD Queue Mailbox password in the table ACD Queue Mailbox Administration on page 122 Give it only to the agents who retrieve messages at your c
141. w the e Queue number and queue status Enabled or Disabled e number of agents logged in to the ACD queue e number of calls waiting in the ACD queue e the longest time a call has waited in the ACD queue When agents use the Queue Status Feature Code on a single line display telephone the display automatically changes every five seconds until all of this information is shown for the selected ACD queue After the ACD queue information is displayed the feature exits The Queue Status information lets you know when an ACD queue in your call center gets very busy You can then ask qualified agents to log in to the busy ACD queue Press Feature Q 0 9 to use the Queue status Feature Code There is no password required to use this Feature Code Note If you have Enterprise Edge Call Center Reporting you can monitor and record call activity from the computer running this application P0908538 Issue 01 Enterprise Edge Call Center Set Up and O peration Guide 106 Example of monitoring call activity Example of monitoring call activity To monitor call activity in Queue 1 and then Queue 2 1 Press Feature 9 0 9 F l Enabled 2 Press HEXT to monitor Queue 1 QUEUE HEXT Note In this example Queue 1 is enabled and appears on the display first If Queue 1 is disabled press HEST to go to the first Queue Status display of Queue 2 To monitor the other ACD queue press QUEUE at any time during these steps
142. w to reset the System Administrator password and how to reset the operator password Appendix A Enterprise Edge Call Center Programming Record provides a programming record to keep track of Enterprise Edge Call Center set up information Glossary Defines terms used in this guide Index Provides an alphabetical list of information contained in this guide Symbols and conventions The following conventions and symbols are used to describe features and their operation Convention Example Used for W ords in this special font ACD Admin Display prompts Used on single line and two line correspond to top line of display telephones telephone display An underlined word in this AGENT Indicates the Display button option you need to press special font corresponds to the to proceed bottom line on telephone display Appears on two line display telephones only Other documents For more information about Enterprise Edge Call Center refer to the Enterprise Edge Call Center Agent User Card Enterprise Edge Call Center Set Up and Operation Guide P0908538 Issue 01 Using Enterprise Edge Call Center 2 Introduction This chapter describes e Using your telephone with Enterprise Edge Call Center e Using Enterprise Edge Call Center e Accessing Enterprise Edge Call Center administration e Your role as Enterprise Edge Call Center System Administrator Using your telephone with Enterprise E
143. x A Enterprise Edge Call Center Programming Record Before you begin e Make copies of the pages in this chapter you will need for recording more program settings Programming overview This overview provides a recommended approach to programming Enterprise Edge Call Center To use this overview e Start at the top and progress down through the programming options Determine which options require your attention The defaults are shown in bold e Refer to the page number to find where the option is in this Programming Record Description of programming Title Page Record the Features Codes used by Enterprise Edge Call Feature Code page 120 Center checklist Record Agent ID agent name Priority value and ACD queue Agent page 121 for each agent Administration Record Q ueue name Control DN MW I ext Method Overflow ACD Queue page 122 time limit Post call wrap up time limit and Delay Answer time Mailbox limit Administration Record agents assigned to the queues Agent Q ueue page 122 Assignment Record the ACD Queue Mailbox name ACD Queue Mailbox ACD Queue page 122 number MW I ext and ACD Queue Mailbox password Mailbox Administration Record a description of greeting and greeting parameters Greeting page 123 Administration Record the type of step and step parameters for Day Routing Routing Table page 124 Tables and Night Routing Tables Administration Record the number of Reserved Channels th
144. y telephone refer to the table Adding special characters using an Enterprise Edge two line display telephone on page 59 Adding special characters using an single line display telephone Press Description 2 to retry or add digits to the destination telephone number B to enter a timed pause that appears as a F on the display Pauses are four seconds long 4 to recognize dial tone behind PBX The Recognize Dial Tone special character appears as a on the display B to enter a 6 to enter a to cancel and retry Adding special characters using an Enterprise Edge two line display telephone Press Description to cancel and retry DIGS or 2 to retry or add digits to the destination telephone number FAUS or B to enter a timed pause that appears as a F on the display Pauses are four seconds long OTHR to go to the next display to enter the following special characters TOHE to recognize dial tone behind PBX The Recognize Dial Tone special character appears as a CL on the display to enter a E to enter a Example of a destination pager number If you are assigning a pager destination number from behind a PBX or Centrex remember to insert a P depending on your system before the to access an outside line There is a combined limit of 29 characters for the pager telephone number and the pager message For example to reach your p
145. you do not affect any of the assigned parameters refer to About Off premise Message Notification on page 51 When Off premise Message Notification is turned on you are notified whenever you receive a message during the time you specified To turn Off premise Message Notification on and off 1 Log 2 QUIT RETRY OK Queue name P0908538 Issue 01 Press Feature 9 8 f1 J Enter the ACD Queue Mailbox number and password as a continuous number Press OK or Note To determine the ACD Queue Mailbox number refer to Determining the Control DN ACD Queue Mailbox number on page 36 If the Psu prompt appears press OTHF to access the Loa display The ACD Queue Mailbox name appears briefly Enterprise Edge Call Center Set Up and Operation Guide 74 Off premise Message Notification Grew A saved 3 Press ADMIN or B PLAY REC AGMIH Mailbox admin 4 Press 6 to open the Off premise Message Notification GREET FSWE QUIT menu Mea notifs 5 Press SELECT or 2 ADMIM SELECT Hotify on 6 Press EHHG or 1 to turn Off premise Message CHHG TIME DE Notification off if it is on as shown Motifs off 7 Press OK or CHHG TIME Ok S Mailbox admin 8 Press to end the session GREET PSWD UIT Changing the Off premise Message Notification hours of operation When you program Off premise Message Notification you assign the Start time and Sto

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